Customer Satisfaction Assessment

Customer Satisfaction Assessment

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It is critical for today's organization to focus on the customer. If customers are not satisfied, they will not return to buy again or recommend to others. In fact, a single unsatisfied customer can have a potentially huge negative effect on an organization. It is therefore extremely important for everyone in the organization to work synergistically towards the goal of maximum customer satisfaction at every turn. Customer satisfaction is, arguably, the most important component to long-term success of any enterprise.

Customer satisfaction means more than just front line customer service. Through the extensive customer satisfaction research of Dr. Kenneth Brodeur, integrating the data from literally thousands of customer satisfaction surveys and working with hundreds of America's finest companies, a new model for defining customer satisfaction has emerged. Nowhere has such a comprehensive model for measuring customer satisfaction been assembled until now. This new scientifically validated set of Customer Satisfaction predictors are known as THE QUALITY VALUES.

These ten 'Values' and their related characteristics have the strongest statistical correlation to creating satisfaction in any customer/supplier relationship. Since this new science of customer satisfaction was drawn from real respondents to satisfaction studies of all kinds, the Quality Values will seem very familiar and resonate strongly with everyone. Simply put, The Quality Values represent what customers really want from their suppliers.

Additional findings from The Quality Values research indicate strong correlation with customer return and recommend rates. If an organization applies and integrates The Quality Values, the result will be a win-win relationship with customers which yields customer loyalty and preference.

This instrument is designed as a comprehensive customer satisfaction assessment, with both external customers, and internally with employees (internal customers). This organizational assessment will apply to any product or service, as well as divisions or departments who serve others within their own organization. The Customer Satisfaction Assessment can be completed by anyone familiar with the organization, whether a customer, manager, or employee. The data from this instrument can be especially valuable as a guide for identifying targeted improvement efforts, which will have the biggest effect on the organization.

The instrument is ideally delivered to a senior management group with the entire organization as the target for the assessment, but it can also be applied departmentally for any intact workgroup who produces products and services for others. The ten Quality Values domains examined include:

Quality

• Expertise, Use of Best Practices, Reputation
• Employee Knowledge, Error Free Delivery

Value

• Price Compared with Actual Worth
• Price vs. Competitors,  Value After the Sale

Efficiency

• Logical and Sequential Customer Experience
• Lack of Redundancy/Rework/Waste

Timeliness

• On Time Delivery, Minimum Time Required
• No Wait Time, All the Time Required

Ease of Access

• Centered on Customer’s Convenience
• Single Point of Access, Barriers to Customer Fulfillment

Self Management

• Supplier Self Responsibility/Self Management
• Courtesy, Friendliness, Attentiveness, Enthusiasm

Environment

• Customer Comfort, Cleanliness, Safety
• Systems Enabling Quality Performance, Current Methodologies

Teamwork

• Inter/Intra Organizational Collaboration
• Departmental Handoffs, Team Attitude and Synergy

Commitment

• Commitment to the Customer, Honesty and Trust
• Solicitation of Customer Needs, Responsibility, Info Sharing

Innovation

• Introduction of New Products and Services
• Environment of Innovation, Becoming the Benchmark

This powerful assessment is the foundation of QV Leadership and Customer Focused Company courses, is a valuable strategic planning aid, and provides a measurable and actionable set of indicators for ongoing improvement in any department, or company.

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