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Customer Satisfaction

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anitra
5 diapositives · 230 Views · Aug 10, 2014

Understanding customer satisfaction is essential for organizations seeking to meet ISO 9001 requirements. This article discusses various measurement methods, emphasizing the importance of customer perceptions regarding whether their needs are being met. While traditional methods like Bingo cards and mail surveys may prove ineffective, telemarketing calls, strategically designed online surveys, and customer queries during sales interactions can yield valuable insights. By carefully leveraging these techniques, organizations can enhance customer feedback acquisition and improve overall service quality.

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Customer Satisfaction
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  1. Customer Satisfaction ISO 9001 section 8.2.1 www.rosehillsystems.com

  2. Requirements The customers’ perceptions as to whether the organization is meeting requirements must be measured. The organization gets to decide how to measure it and what the measurement scale will be www.rosehillsystems.com

  3. Methods of measuring customer satisfaction Bingo cards Telemarketing Mail out surveys Use survey software on the web such as surveymonkey.com Query customers during sales calls www.rosehillsystems.com

  4. Methods of measuring customer satisfaction Experience teaches that Bingo cards, and mail out surveys are ineffective Customers might be uncomfortable answering typical customer satisfaction surveys in front of a salesman, whose performance may be being assessed. On line surveys are a great idea, but it is difficult to motivate customers to use them. www.rosehillsystems.com

  5. Customer Satisfaction Perhaps the best surveys of customer satisfaction are conducted by marketing in carefully constructed telemarketing calls Marketing knows how to contact customers directly Marketing can create survey questions in concert with Quality This is an excellent method of acquiring customer feedback, and the information obtained should be taken seriously www.rosehillsystems.com