Customer Satisfaction Measurement
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November 5, 2003 at 10:58 am #33781
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.0November 7, 2003 at 9:21 am #92222
Rajanga SivakumarParticipant@Rajanga-SivakumarInclude @Rajanga-Sivakumar in your post and this person will
be notified via email.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]
0November 13, 2003 at 12:18 pm #92475
CordobaParticipant@alejandroInclude @alejandro in your post and this person will
be notified via email.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?.
0November 13, 2003 at 12:56 pm #92476Trevor,
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,
Vera0November 13, 2003 at 5:20 pm #92490
PaceParticipant@michelleInclude @michelle in your post and this person will
be notified via email.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
0November 13, 2003 at 8:09 pm #92499
Muzaffer BURDURLUParticipant@Muzaffer-BURDURLUInclude @Muzaffer-BURDURLU in your post and this person will
be notified via email.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
0November 19, 2003 at 10:59 pm #92709Muzaffer 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.
Kerri0November 7, 2004 at 2:08 am #110366There 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.
0April 13, 2005 at 6:03 pm #117679
R. Eric ReidenbachParticipant@ericreidenbachInclude @ericreidenbach in your post and this person will
be notified via email.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.
0April 14, 2005 at 7:34 am #117713
New VGBParticipant@New-VGBInclude @New-VGB in your post and this person will
be notified via email.Please send me a copy:[email protected]
thanks and regards0September 9, 2005 at 3:22 pm #126599Hi ,
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
kannan0November 7, 2005 at 2:57 pm #129406
Linda StumpParticipant@Linda-StumpInclude @Linda-Stump in your post and this person will
be notified via email.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.
0January 23, 2006 at 8:18 pm #132736Rajanga,
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.com0January 23, 2006 at 8:21 pm #132737Eric,
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]0January 23, 2006 at 10:31 pm #132741
thevillageidiotMember@thevillageidiotInclude @thevillageidiot in your post and this person will
be notified via email.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.
0April 11, 2006 at 3:21 pm #136244
Scott BurkittMember@Scott-BurkittInclude @Scott-Burkitt in your post and this person will
be notified via email.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.php0May 2, 2006 at 9:40 am #137078
Michael LVParticipant@Michael-LVInclude @Michael-LV in your post and this person will
be notified via email.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]0May 4, 2006 at 4:15 pm #137241Send information on customer satisfaction measurement systems/tools and sample questinnaire
0May 4, 2006 at 4:18 pm #137243Please send me information on customer satisfaction measurement systems/tools and also a sample questionnare.
Regards
Grant
[email protected]0May 4, 2006 at 5:04 pm #137254
Fabio PaivaParticipant@Fabio-PaivaInclude @Fabio-Paiva in your post and this person will
be notified via email.Could you please send me such e mail about customer value instead of customer satisfaction?
[email protected]
Thanks0June 9, 2006 at 1:51 am #138861
antoniettaParticipant@antoniettaInclude @antonietta in your post and this person will
be notified via email.Eric,
Please count me in. I am also interested on the details of customer value.
toni
0June 9, 2006 at 4:22 am #138862
indreshParticipant@indreshInclude @indresh in your post and this person will
be notified via email.eric
do send across the details on customer value at
[email protected]
thanks in advance
rdgs
indresh0June 9, 2006 at 6:05 am #138866
Debashish DuttaParticipant@Debashish-DuttaInclude @Debashish-Dutta in your post and this person will
be notified via email.Eric,
Request you to send the customer value info to me as well. My id is [email protected].
Thanks,
Debashish
0June 9, 2006 at 9:16 am #138869
Rajesh MohandasParticipant@Rajesh-MohandasInclude @Rajesh-Mohandas in your post and this person will
be notified via email.Hi Eric…,
It should be greatful if you can pls fwd me the Customer value details. My id is [email protected]
Regards,
Rajesh0July 11, 2006 at 11:23 pm #140195Please send me information on Customer Value metrics and Customer Satisfaction to compare thanks.
0September 1, 2006 at 4:53 pm #142661There 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!0May 19, 2007 at 9:03 am #156294Please send one for our reference, too. Thanks.
0July 2, 2008 at 6:14 am #173440Hi,
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!
PBC0October 19, 2008 at 7:15 am #176827
Anil thapaParticipant@Anil-thapaInclude @Anil-thapa in your post and this person will
be notified via email.Thanks for ur coperation.
0October 19, 2008 at 8:12 am #176828We 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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