C.S.M - Customer Satisfaction Measurement
Why carry out Customer Surveys?
- Improve customer retention
- Highlight areas for improvement within the business
- Test reaction to new products
- Measure customer satisfaction levels
- Meet ISO 9001:2000 Requirements for Quality Assurance
Customer Satisfaction Surveys to meet the criteria of ISO 9001: 2000
Two significant changes have been made to the ISO 9001: 2000 Requirements for Quality Assurance document: -
-
Clause 7.2.1 Find out what customers require in terms of the product or service.
- Clause 8.2.1 How information is collected and reviewed regarding levels of customer satisfaction. (Customer Surveys)
We can conduct cost effective Customer Satisfaction Surveys for you and provide detailed analysis from the data collected including Gap analysis and Benchmarking.
We offer options on:
- Survey Mode
- Questionnaire Specification
- Sample Size
Mode of Survey
On-Line:
You supply us with e-mail addresses of the customers you want to take part in your survey. We then e-mail those customers, providing a link to the survey website (hosted by us). The customers then complete the survey online.
Mail:
We send the questionnaires and reply paid envelopes to your customers. Customers use freepost envelopes to return the completed questionnaires to us.
Tele-Interview:
You write to your customers informing them that the survey will be taking place. You provide us with contact names and telephone numbers. We conduct the telephone interviews.
Questionnaire Specification
Questionnaires using your Company logo can be:
- Standard: Questions specific to your business sector based on 15 standard questions.
Or
- Customised: Questions tailored (in consultation with you) precisely to your organisation.
Sample Size
Your sample can be as few or as many customers as you choose.
Pricing
Sample Size |
On-Line
(Electronic)
£ |
Mail
£ |
Tele-Interview
(within the U.K)
£ |
50 |
500 |
579 |
1046 |
100 |
523 |
609 |
1379 |
200 |
551 |
655 |
2046 |
300 |
587 |
700 |
2713 |
400 |
631 |
745 |
3379 |
500 |
687 |
791 |
4046 |
A Customised Survey Questionnaire will attract an additional cost.
For further details please contact…
Telephone: 01483 453511
Fax: 01483 453512
Address:
Quality Management & Training Limited
PO Box 172, Guildford, Surrey GU2 7FN, United Kingdom
Email:help@qmt.co.uk
LINKS
Root Cause Analysis: http://www.root-cause-analysis.co.uk Root cause analysis is a relatively new methodology that is continually evolving. Like most Quality Improvement approaches it is not magic; “there is no silver bullet”...
6 Sigma: http://www.sigma-6.co.uk 6F - Six Sigma is a business strategy as well as a quality improvement technique. It began in the 1980’s at...
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