Customer Satisfaction Measurement Framework

Customers

• Do you know who your customers are and how many customers you have?
• Do you listen effectively to all your customers?
• Do you regularly make up an inventory of all the needs and expectations of your customers?
• Are complaints replied to within two days and solved within one week?
• Do you make recommendations to customers about the products or devices that best suit their needs?
• Do you know what the costs are when you lose a customer?
• Do you regularly organize meetings with customer groups to learn about their needs, wants, ideas, and complaints?

Leadership

• As a manager, do you know how many complaints are received yearly?
• Is there commitment at top-management for customer orientation?
• Does management set a good example with regard to customer friendly behaviour?
• Is management at all times available to the customer?
• Does customer satisfaction also belong to the evaluation criteria of management?
• Does top management also personally handle complaints of customers?

Policy

• Is customer satisfaction part of your organization’s vision?
• Is the customer satisfaction policy continuously communicated to all employees?
• Do you involve your customers with the execution of improvement processes in your company?
• Do you have an up-to-date databank in which all characteristics of your customers are registered?

Products/services and processes

• Are products delivered within the period expected by the customer?
• Is the phone in your organization answered within three rings in more than 90 per cent of the case?
• Did you appoint process owners for controlling processes?
• Do supporting departments within your organization guarantee quality of the work they deliver?

Human resource management

• Do you have an introduction program in which new employees are also educated concerning the importance of satisfied customers?
• Are customer orientation and continuous work towards improvement criteria for promotion?
• Do you stimulate your employees to generate ideas about increasing customer satisfaction?
• Are the employees’ interest and the interest of the customer related?

Source:
Back to basics: 75 painful questions about your customer satisfaction
by Hubert Rampersad
ManagementFirst.com

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