Measuring Customer Satisfaction

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Measuring Customer Satisfaction

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Measuring Customer Satisfaction

  1. 1. CCSMG Chemicals & Allied Industries Customer Service Management Group Measuring Customer Satisfaction Roundtable Discussion April 2007 1
  2. 2. CCSMG Chemicals & Allied Industries Customer Service Management Group How do you define Customer Satisfaction? 2
  3. 3. 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
  4. 4. 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
  5. 5. 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
  6. 6. 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
  7. 7. 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? ps te xt S Ne 7
  8. 8. CCSMG Chemicals & Allied Industries Customer Service Management Group Additional Questions/Comments?

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