As we continue into our evaluation of the API Spec Q2 standard, we thought we would concentrate on a topic that many organization struggle with, Customer Satisfaction Bench-marking
 
The API Spec Q2 standard requires us to monitor and work to improve our customer satisfaction.  According to the standard:

The organization shall maintain a documented procedure to monitor customer satisfaction. The procedure shall address customer feedback, key performance indicators (KPIs), and other information that the organization monitors to determine whether the organization has met customer requirements. Records of the results of customer satisfaction information shall be maintained (see 4.5).
 
Having the procedure is not the problem.  Obtaining actionable information from the customer is.  There are many ways to gauge customer satisfaction; some organizations develop in-depth questionnaires while others rely on the Net Promoter (NPS) format. 
 
Regardless of the collection method, we need to analyze the responses to develop an action plan to drive our continual improvement efforts.  Below is a Deming circle, outlining the major components:
 

1. Start with a quick gap analysis to compare the customer’s perspective with your internal SWOT analysis. This will help to highlight unknown issues.
   
2. Develop an action plan to drive improvement.   Make sure to establish specific goals with corresponding gates, to track progress.
3. Implement the plan across the organization.  Communicate specifics with applicable employees to encourage understanding and buy-in.
4. Re-evaluate customer satisfaction performance by conducting follow-up surveys at regular intervals.  Based on the results of the follow-up, revise the action plan to achieve the desired outcome.

 
For more information on how Accupoint can help you manage the Customer Satisfaction requirements of the API standards, call us toll-free at 800.563.6250 or visit us at www.accupointsoftware.com.