Customer Satisfaction Measurement

Trevor,
If you send me your e-mail id I could send you some info on customer satisfaction questionnaire etc. It is too detailed to put it in the forum. I have no idea on the workings of the American Customer Satisfaction Index.
[email protected]
 
 

Trevor,
Customer satisfaction measures can be gathered with different formats. At my company, for instance, we have several metrics: customer complaints, warranty claims and now a customer survey which I recently developed. You have to implement some sort of mechanism to capture the customers’ feedback so you can then establish a baseline and a goal (the improvement).
Regards,
Vera

Dear Trevor,
If someone looks over the ISO 9001:2000 version of the standard, it is realized that the main target, which lies down behind the measuring of customer satisfaction is to attempt for acquiring data related with our customers’ perception about or products.
In this respect, in my opinion, first step has to be identification of external and internal sources and measuring criteria to be achieved for definition of our customers’ needs and expectations on a continual basis.Secondly, we have to determine methods to monitor information relating to customer perception as to whether our customers’ needs have been met as one of the measurement criteria of the performance of our processes.
All those can be combined in these following three legs of the customer satisfaction measurement; 1- Make a customer needs assessment. 2- Conduct customer satisfaction surveys in any avaiable media. 3- Manage a sound customer complaint handling system ( CCHS). Inevitable consequence of making customer needs assessment is to monitor some performance metrics related with our customers (KPIs) such as, response time to bid request or enquiry / On time and full scope of delivery / time taken to reply customers’ reported incidents etc.
Therefore, data acquired from those above channels can be demonstrated in any emprical  formula. For example; CSF ( customer satisfaction factor ) = K1*A1 + K2*A2 + K3*A3 , where A1 is an agreed  arithmetical number calculated on SURVEYS, A2 is another for PERFORMANCE and A3 is for CCHS and K1,J-K2 and K3 are adjustment coefficients weighted in % to get most realistic output.
Best regards, 
Muzaffer Nafiz BURDURLU
 

There are numerous contributors to customer satisfaction, however if you take careful data based on VOC you can determine a critical 3 or 4 key contributors that drive it in your business.  Again, through data development, determine what drives the drivers and what drives those until you’ve driven down to the processes that ultimately move the numbers.  Develop projects to manipulate those processes to move the numbers.  Once projects are completed, maintain measurement to assure you’re getting what you want, develop improvement goals, etc.

Please send  me  a copy:[email protected]
thanks  and  regards

For existing CSM, calculate each customer’s value (Recency, Frequency & Monetary Value — or some approx. of this).  Group them into categories, conduct analyses of each (cheapest and easiest way is by banner points).  Figure out who is worth the cost of implementing improvements (see work by Reichheld).  If, for example, ‘sat with delivery’ is an issue, you yourself can phone these customers and ask what the problem was.  When you hear the same answers time and again, stop.  Don’t allow mngt to get an comfort with ‘somewhat satisfied’ ratings.  Only ‘very satisfied’ customers will have any loyalty.  See HBR Product # 6838 “Why Satified Customers Defect.”  Using machine learning decision trees (non-linear) can show exactly what to do to improve overall satisfaction ratings and what is the highest rating possible for a product line.  If you can change to a Customer Value survey, use the same CS questions asking your customers how they rate your product and how they rate the competition.  Use same survey asking competitor’s customers how they rate the product they purchased and how they rate your product.  This is the guts of CVA.

Eric,
 
I too would like more information regarding customer value in place of customer satisfaction.  Anything you could offer would be greatly appreciated.
 
Rich
 
Rich Horrigan
[email protected]

Customer Satisfaction is a very worthy metric and can be measured using a tool known as Net Promoter Score (NPS).  I found it especially effective for driving internal customer centric changes.  Like all tools or metrics, to be most effective it must be embraced and driven by the leadership.  Making NPS a key metric is a very good idea if you have a multi transactional customer relationship in a highly competitive environment with little design differentiation.
more info: http://www.netpromoter.com/calculate/index.php  

Send information on customer satisfaction measurement systems/tools and sample questinnaire

Could you please send me such e mail about customer value instead of customer satisfaction?
[email protected]
Thanks

eric
do send across the details on customer value at
[email protected]
thanks in advance
rdgs
indresh

Hi Eric…,
It should be greatful if you can pls fwd me the Customer value details. My id is [email protected]
Regards,
Rajesh

There is also the Satmetrix corporation which does excellent work at measuring customer satisfaction for the customer support portion of the multinational software company I work for (no, not Microsoft. :)).  We have about 25,000 customers and each time a call is closed, if the user hasn’t been surveyed in 45 days, a survey is sent out.  With this information, my company has consistently had the top or one of the top-rated software customer support centers in America.  Our customer service scores have often beat Satmetrix’s customer satisfaction scores!
Go to http://www.satmetrix.com for more information!

Hi,
Please let me know if your organization has some sort of a customer service platform? If yes, then measuring the customer service quality will be easier.
Assuming that your organization is providing inbound customer service, I would recommend that you first look for opportunities (steps) in the process that helps to deliver the value that the customers are looking for. You can then assign ratings to those values based on a simple matrix that gives weightages to the importance, delivery style, usefulness etc… Your company’s customer operations and sales team can help you arrive at these.
You can then figure out the Kano placement for each of these attributes and detect the ‘Must be’s. You can now start collecting data based on these attributes.
Hope that helps!
PBC

We use a customer satisfaction measuring methodology called the Organizational Health Metric (OHM).  Survey results from OHM can be compared and ranked with other OHM Survey results.  It produces a single score that rates the level of customer satisfaction in an organization.  It really works good for us.
For more information: http://www.ryteway.com/SixSigmaGuy/Measure/OHM/OHM.mht