How to make customer satisfaction monitoring analysis
2004-7-28 Customer satisfaction is the theme of ISO9001: 2000 standard. As one of the important objectives of the management system, the standard requires continuous improvement of customer satisfaction control. However, doing a good job of customer satisfaction, will involve three aspects: how the highest administrator is managed to manage customer satisfaction, how to effectively collect customer satisfaction data information, how to analyze, and use the collected data. The highest administrator is satisfied with customer satisfaction, not only to organize things to meet the requirements of ISO9001: 2000 standards, but to organize to survive. Customer satisfaction is one of the fundamental goals of organizational operation. When an organization is committed to providing a service to the customer, it is the best proof of the organization's satisfaction will be the best proof of organizational operation. Profit is the establishment and existence of organizations, organizations have sustained and truly income and profit, and must be achieved by meeting customer wishes and requirements. Customer satisfaction is an investment. Understand customer needs, collect customer experience information, analysis, information collected, and require a certain resource investment. The investment in the customer satisfaction process generally does not produce benefits in the short term, but the medium and long-term return must be returned. Customers are satisfied with all members of the organization. To a certain extent, every employee of the organization will affect customer satisfaction. Therefore, the highest administrator should clearly define and clear how employees should do in terms of customer satisfaction. The classified staff is more clear about how to create a customer in the company, the more you really actually participate. The highest manager's leadership role in customer satisfaction should reflect the atmosphere of satisfied with the customer's satisfaction around the customer's time. How to collect the first step in collecting customer satisfaction data information data collection, to determine who is the real customer of the organization. Organization may have a variety of customers. Different customer groups, the method of collecting data is also different. The main methods are as follows: Customer Survey Form Customer Satisfaction Satuitment Generally passed some issues or lists some questions, there should be a questionnaire to require customers to choose whether or not to choose, or for expression sentences, please customers in a continuous low to High questionnaires on the high questionnaire. The comment card is visible everywhere, but only a few part of the card is filled out. In fact, the customer will only be filled in only when a product or service is very satisfied or very unsatisfactory. Therefore, the customer information collected by the objection card is often uncomfortable, which is deviated from the actual subject information. On-site reporting from the perspective of customer satisfaction, the so-called on-site report refers to the representative of the organization in the customer, or in the communication process of the customer, summarizing the information obtained from the customer aspect. Customers complain that in many cases, organizations have complained the customer as the real situation encountered by customers. But is the matter is what the customer said? Therefore, it is extremely necessary to analyze the complaints of customers. If the organization complained as the only detection method for customer satisfaction, it will have two aspects: First, many of the truly unsatisfactory customers are sometimes unwilling to complain, they will feel time and energy. The problem encountered by communication is not worth it. In fact, many customers think that if the problem is more serious, no second order is, for the customer, change a supplier to simply and effort. Second, complaining that the negative feedback information is provided. If the organization is only based on negative feedback information, the organization is unable to fully understand the true feelings of the customer. Customers praise you often see customers giving them to them or other encouragement proves on an organization's living room or must have a passage. These customers are in person with praise and encouragement prove to be the most powerful evidence of customer satisfaction, which shows that the organization has achieved great success in long-lasting customer satisfaction. Industry reputation Many industry agencies will recognize excellent organizations in the industry in their own unique way.
