Customer Satisfaction
How do you know your customers are satisfied?
Organisations often think the way to measure customer satisfaction is to examine the number of customer complaints. The problem with this method is that it is reactive, it only responds (if at all) after the event and it does not really measure satisfaction only dissatisfaction. Monitoring complaint levels does not really tell if the customer is any more or less satisfied with the product or service.
For example, consider how many times you have been dissatisfied with a product or service - say once a month. Now how many times have you written to complain - possibly once or twice or maybe never. Managers and Directors often say "if our customers are unhappy, they will soon tell us". Well do they? If on a personal level you rarely write to complain. What happens at a company level - is it different?
Here is an example of an organisations basing its customer satisfaction strategy on levels of customer complaints and getting badly misled. In a Warehousing organisation, customers were unable to obtain product (spares, consumables, etc.) from the newly relocated, reorganised and centralised warehouse. Deliveries were often late or wrong if they arrived at all. The customer complained verbally but being unable to obtain their spare or consumable, spent their time looking for an alternate supplier rather than wasting their time complaining.
The customer could not afford the time to complain, they were too busy avoiding their processes from stopping by sourcing the required items from another supplier. The Warehouse turnover plummeted. "If our customers are unhappy we'll soon know about it" said management. Well, they didn’t at least not until it was too late and they had lost 90% of their customers. Yes 90%.
Follow the link for further information on Market Driven Quality.
Don't wait until it's too late
Measuring levels of customer satisfaction is not only a key element of the ISO 9001:2000 certification scheme, it is also an important measure of the "quality health" of an organisation. So action to establish, review and improve customer satisfaction is of obvious importance.
- If your organisation would like to know more about our customer satisfaction feedback service where we can handle, respond to and monitor customer care inquiries such as customer feedback, complaints or difficulties, please click here. Customer Feedback Service
- If your organisation would like to know about our measuring customer satisfaction service then please click here. Measuring Satisfaction
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If you wish to improve your organisation's customer care performance or would like further information about how we can support your Customer Satisfaction or Customer Care initiative please contact sales@qmt.co.uk:
Telephone: 01483 453511
Fax: 01483 453512
Address:
Quality Management & Training Limited
PO Box 172, Guildford, Surrey GU2 7FN, United Kingdom
Email: sales@qmt.co.uk
LINKS
Quality Management & Training Limited: http://www.qmt.co.uk/ Everything you wanted to know about Quality Management, Books, Distance Learning, Training courses, Software....
Customer Satisfaction: http://www.customer-satisfaction.co.uk Our new Customer Satisfaction website which may help you consider, what options you have when evaluating, what your customers think of your organisation and its products and services? - How loyal are your customers? ...
Poka-Yoke: http://www.poka-yoke.org.uk Everything you wanted to know about Poke-Yoke and Fool or Mistake Proofing...
Quality: http://www.quality-uk.com/ Quality always appears to be a moving target, changing in terms of direction and standard, but after all this time of "getting it right" ...
Quality Books: http://www.quality-books.org.uk/ Quality Management & Training (publications) Limited offer a large selection of books, distance learning packages, videos, posters and software that cover all aspects of quality, environment, health & safety and security...
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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”...
Security Management: http://www.security-management-systems.co.uk/ Security refers to the policies, procedures and technical measures used to prevent unauthorised access, alteration, theft and physical damage to information systems by outside hackers as well as employees...
Six Sigma: http://www.6sigma-training.co.uk or 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 ...
Process Mapping: http://www.process-mapping.co.uk Process Mapping and Process Flow Charting are techniques that can be employed to not only provide a visual representation of a procedure but also have the potential to identify significant savings in the way in which the process is organised and performed. This is particularly so when aligned with Process Cost Modelling...
Failure Mode Effects Analysis: http://www.fmea-training.co.uk/ Failure Mode Effects Analysis (FMEA) or to give it its correct title Failure Mode Effects & Criticality Analysis (FMECA) is a logical technique used to identify and eliminate possible causes of failure.
IQA Diploma: http://www.iqa-diploma.co.uk QM&T are an Institute of Quality Assurance (IQA) registered Education Centre. This together with our team having over fifty years experience of working with the IQA, means that you can buy with confidence. Our IQA experience includes not only setting, markings and assessing IQA examination papers but also writing the standard text books for the courses and articles on Quality Assurance and attending various IQA meeting and committees.
Health & Safety: http://www.health-safety-online.co.uk QM&T has for over 20 years successfully delivering training support and are please to announce the following products to support your Health & safety initiative.
Quality Awareness: http://www.quality-awareness.co.uk Not getting the quality message across? New starts and even existing employees seem unaware of the quality management system or the importance of quality?
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