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  • Measuring Customer Satisfaction Roundtable Discussion

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    The document discusses measuring customer satisfaction at a roundtable meeting of the Chemicals & Allied Industries Customer Service Management Group (CCSMG). It defines customer satisfaction as meeting customer expectations through an organization's efforts and as a key business performance indicator. Methods for measuring customer satisfaction mentioned include phone, email and fax surveys, web surveys, and spontaneous customer feedback. Other shared services measured for satisfaction include technical service, logistics, and lab services. Reasons for measuring customer satisfaction include retaining customers, building relationships, and attracting new business. Next steps after measuring are identified as sharing results, identifying improvement areas, and tracking trends.

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    The document discusses measuring customer satisfaction at a roundtable meeting of the Chemicals & Allied Industries Customer Service Management Group (CCSMG). It defines customer satisfaction as meeting customer expectations through an organization's efforts and as a key business performance indicator. Methods for measuring customer satisfaction mentioned include phone, email and fax surveys, web surveys, and spontaneous customer feedback. Other shared services measured for satisfaction include technical service, logistics, and lab services. Reasons for measuring customer satisfaction include retaining customers, building relationships, and attracting new business. Next steps after measuring are identified as sharing results, identifying improvement areas, and tracking trends.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
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    82 views8 pages

    Measuring Customer Satisfaction Roundtable Discussion

    Uploaded by

    anoopsingh83
    The document discusses measuring customer satisfaction at a roundtable meeting of the Chemicals & Allied Industries Customer Service Management Group (CCSMG). It defines customer satisfaction as meeting customer expectations through an organization's efforts and as a key business performance indicator. Methods for measuring customer satisfaction mentioned include phone, email and fax surveys, web surveys, and spontaneous customer feedback. Other shared services measured for satisfaction include technical service, logistics, and lab services. Reasons for measuring customer satisfaction include retaining customers, building relationships, and attracting new business. Next steps after measuring are identified as sharing results, identifying improvement areas, and tracking trends.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
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    of 8

    CCSMG

    Chemicals & Allied Industries


    Customer Service
    Management Group

    Measuring Customer Satisfaction

    Roundtable Discussion

    April 2007

    1
    CCSMG
    Chemicals & Allied Industries
    Customer Service
    Management Group

    How do you define


    Customer Satisfaction?

    2
    CCSMG
    Chemicals & Allied Industries
    Customer Service
    Management Group

    How do you define


    Customer Satisfaction?
    • It is meeting the customers expectations with an
    organization and/or department’s efforts
    • It is seen as a key business performance indicator

    3
    CCSMG
    Chemicals & Allied Industries
    Customer Service
    Management Group

    How do you measure


    Customer Satisfaction?
    • Phone, E-mail and Fax Survey’s
    • Request customer to complete Web Survey’s
    • Spontaneous Feedback from customers

    4
    CCSMG
    Chemicals & Allied Industries
    Customer Service
    Management Group

    What other “shared” services


    do you measure for Customer
    Satisfaction?
    • Technical Service
    • Site Logistics (Bill of Lading Paperwork, etc.)
    • Lab Services (Certificate of Analysis)

    5
    CCSMG
    Chemicals & Allied Industries
    Customer Service
    Management Group

    Why do you measure


    Customer Satisfaction?
    • To retain your current customer base
    • Source to build on existing relationships
    • Attracting new customers

    6
    CCSMG
    Chemicals & Allied Industries
    Customer Service
    Management Group

    What are the next steps


    after measuring Customer
    Satisfaction?
    • Share results?
    • Identify areas for improvement?
    • Track trends?

    te ps
    Ne xt S

    7
    CCSMG
    Chemicals & Allied Industries
    Customer Service
    Management Group

    Additional
    Questions/Comments?

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