Customer Satisfaction Benchmarking

The API Spec Q2 standard requires that service supply organizations monitor customer satisfaction.  Specifically, Section 6.2.1 states:
 
“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.”
 
With this in mind, here are five best practices to consider when creating your satisfaction survey:

• Define the goal:

          A clearly focused survey will aid in the capture of information that can be acted
          on and analyzed.

• Keep it short:

          When the questionnaire is too long or complex, participation will drop off
          exponentially.

• Avoid leading questions:

          The quality of the responses will depend on the quality of your questions.

• Measure what matters:

          Strive for actionable feedback that drives your continual improvement efforts.

• Segment your results:

           Overall scores may look good when averaged; however segmenting scores the data
           into groups with similar characteristics will highlight trends that may not otherwise
           be apparent.

Understand that to effectively measure customer satisfaction, you must evaluate more than whether the customer is satisfied.  Best practice dictates that we evaluate the satisfaction level throughout the interaction process and, more importantly that we survey appropriate personnel that have first-hand knowledge of our performance.  Remember that the ultimate goal of measuring customer satisfaction is to facilitate customer retention and referrals, leading to long term growth. 
 
For more information on how Accupoint can help you streamline your Customer Satisfaction process, pleasecall us tool free at 800.563.6250.