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Customer Satisfaction Measurement

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  • #33781

    Trevor
    Member

    I am working on a project to measure and improve customer satisfaction. Can anyone share their secrets to measuring customer satisfaction or explain the workings of the American Customer Satisfaction Index.
    Thanks,
    Trevor.

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    #92222

    Rajanga Sivakumar
    Participant

    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]
     
     

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    #92475

    Cordoba
    Participant

    If you want to understand customer satisfaction trough a questionaire, it has to be anonymous, other way customer will tell you always that competitors are better than you.
    Now, to determine what is the best indicators of your customer´s satisfaction, it is necessary to now what are your customers receiving from you, a product, a service, what is it?.
     

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    #92476

    Vera
    Member

    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

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    #92490

    Pace
    Participant

    Vera,
    You are so correct. We have in place customer surveys to capture their responses to new and existing processes relating to the service we provide. We also have a website customer questionnaire for those patients who inquire on information. We track various customer service aspects for measuring our customer satisfaction.
    Michelle
     
     

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    #92499

    Muzaffer BURDURLU
    Participant

    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
     

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    #92709

    Kerri
    Participant

    Muzaffer makes a critical point here.  It’s all very well to know whether our customers are ‘somewhat satisfied’ or ‘very satisfied’.  What is far more useful is a bunch of performance metrics that are within your control.
    My company has a market research firm do customer satisfaction surveys.  They also have an internal customer service index made up of performance metrics that are within our control.  It is the latter upon which managers’ KPIs are based.
    My suggestion would be to look at all the things you do for customers (on time delivery, defect free goods, accurate billing, etc) and ascertain how important each of these is to your customers.  I find a cause & effect matrix helpful for this.  Then tackle the important ones.
    Customer satisfaction is great for identifying COPQ and justifying the effort required for your six sigma project, however, I don’t believe 100% customer satisfaction would be achieved even with 100% perfect products & services.  This is because there are always things outside our control that effect customer perceptions such as what our competitors are doing, or the state of the economy, or the performance of the football team our company sponsors, etc.
    Hope my ramblings are useful.
    Kerri

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    #110366

    msk
    Participant

    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.

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    #117679

    R. Eric Reidenbach
    Participant

    Customer satisfaction is the wrong metric to use.  A better more robust metric is customer value.  If you send me your email I can give you some information on customer value that will make your work better and more powerful.

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    #117713

    New VGB
    Participant

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

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    #126599

    Kannan
    Participant

    Hi ,
    Customer satisfaction should be in detail not only four category ie , quality
    price
    delivery
    response
    these factor when we give a score sheet to customer, they score as they wish
    if some criteria set like eg, no of lots accepted versus rej should be the factors to rate on quality
    then the assesment by customer would be more precise and those rating can be used for our improvement
     
    kannan

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    #129406

    Linda Stump
    Participant

    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.

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    #132736

    Diorio
    Member

    Rajanga,
     
    I would also be interested in receiving the info on customer satisfaction questionnaire.  Anything you could offer would be great.  I am the Director of Customer Relations for a software company and it has been quite difficult to track the satisfaction levels of my customer base.
     
    Respectfully,
     
    Rich Horrigan
    [email protected]
     
    Rajanga SivakumarPosted on: Friday, 7th November 2003, 4:21 AM.

    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.
    rajangasify.com

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    #132737

    Diorio
    Member

    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]

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    #132741

    thevillageidiot
    Member

    If you want to run anything other than a basic VOC go hire somebody who knows how to do it right.  You are looking to implement a company wide 6S program and tie it to a nonexisting VOC without a professional resource to design, implement, or analyze…Danger…..pull up…whoop whoop….pull up…..That being said:

    Organize by product line
    For each product line ask:

    Who is buying?
    Which customers are generating the greatest wealth? 
    Why are they buying (customer requirements)
    Run a Kano Analysis
    Run a Importance verses Satisfaction analysis
    What passive resources of data do we have?
    What active resources of data are required (ie VOC)
    Are we willing and able to make the necessary changes once we have set the expectation for change with our customer?  i.e. What are we gonna do with the data once we got it?
    Just some basic info….again, in your position, I’d cut the check…..good luck.
     

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    #136244

    Scott Burkitt
    Member

    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  

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    #137078

    Michael LV
    Participant

    Hi, Dear all,
    I’d like to share some experience about how to measure customer satisfaction with you. In our company, We set two questionnaire in the VOC survey. one is overall satisfaction on performance. the other is “willingness to recomend”(Based on your experience how likely are you to recommend our services to Colleagues and Senior Management. ). each questionnaire has scale with 1 to 10. Customer satisfaction is equal to 9or 10 percentage Customer dissatisfaction is equal to  1-8 percentage base on the overall satisfaction; For “willingness to recomend”, we use NPS metric, NPS is equal to9or 10 percentage minus 1-6 percentage. why do we use these two metric to measure, because some customers are satisfied with our service but don’t want  to recommend. so these two metric have different meanings and purpose. If any quesiton, pls contact me and let discuss together. your comment is welcome.
    [email protected]

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    #137241

    Grant
    Participant

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

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    #137243

    Grant
    Participant

    Please send me information on customer satisfaction measurement systems/tools and also a sample questionnare.
    Regards
    Grant
    [email protected]

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    #137254

    Fabio Paiva
    Participant

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

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    #138861

    antonietta
    Participant

    Eric,
    Please count me in.  I am also interested on the details of customer value.
    toni
     
     
     

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    #138862

    indresh
    Participant

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

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    #138866

    Debashish Dutta
    Participant

    Eric,
    Request you to send the customer value info to me as well. My id is [email protected].
    Thanks,
    Debashish
     

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    #138869

    Rajesh Mohandas
    Participant

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

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    #140195

    TMA
    Member

    Please send me information on Customer Value metrics and Customer Satisfaction to compare thanks.

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    #142661

    Laura
    Participant

    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!

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    #156294

    Nyle
    Participant

    Please send one for our reference, too. Thanks.

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    #173440

    PBC
    Participant

    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

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    #176827

    Anil thapa
    Participant

    Thanks for ur coperation.

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    #176828

    OOC
    Participant

    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
     

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