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Welcome to the Customer Satisfaction Website
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 problems 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 customers are 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
it badly wrong. 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 items ordered, 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 ISO9001:2000 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 and would like to know
more about our
company.name@customer-satisfaction.co.uk 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 |
| Follow the link for further information on:
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 If
you wish to improve your organisations customer care performance or would just
like further information about how we can support your
Customer Satisfaction or Customer Care initiative please contact
Alice Lennie at
sales@qmt.co.uk:
- Telephone:
01483 453511Fax:
01483 453512Postal address:
Quality Management & Training Limited
-
PO Box 172, Guildford, Surrey GU2 7FN, United Kingdom
- Email:
- Technical Support:
sales@qmt.co.uk
General Information:
help@qmt.co.uk
Links
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Quality Management & Training
Limited:
http://www.qmt.co.uk/ Everything you wanted to know about
Quality Management, Books, Distance Learning, Training courses,
Software.... |
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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?
... |
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Poka-Yoke:
http://www.poka-yoke.org.uk
Everything you wanted to know about Poke-Yoke and Fool or Mistake Proofing... |
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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" ... |
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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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Quality
Training:
http://www.quality-training.org.uk A comprehensive range of Quality
Assurance & Management Training courses (At QM&T training centre, Online,
Distance Learning, In-company... |
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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”...
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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... |
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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 ... |
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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... |
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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. |
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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.
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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. |
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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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