Customer Satisfaction Research Presented By Introduction

The Research Process

Stage 1

• Internal company investigation via depth interviews or group discussions - To establish company perceptions of customer needs and wants, key drivers etc.

Stage 2

• Depth interviews with key customers to establish needs, and wants, key drivers etc.
• Findings from Stages 1&2 used to develop questionnaire for Stage 3 - customer satisfaction study

Stage 3

• Main quantitative study to establish customer satisfaction levels -The Key Driver Analysis

• The Key Driver Analysis

• Overall Evaluation Questions
• Overall quality of products and Services
• Value for money
• Likelihood to recommend
• Likelihood to continue using

• LEVEL A

• LEVEL B

• LEVEL C

• Process Areas
• Product, Invoicing, Sales, etc.

• Process Attributes
• Product availability etc.

• K
• E
• Y
• D
• R
• I
• V
• E
• R
• S

• The Key Driver Analysis

• Overall Quality
• Of
• Service

• Ordering
• Service

• Delivery
• Service

• Sales
• Invoicing

• Sales
• Reps

• Product

• - Size of product
• - Shape of product
• - Thickness
• - Type of material
• - Weight of product

• - Contacting staff
• - Placing orders
• - Take orders accurately
• - Goods in stock
• - Order amount wanted
• - Know when goods
• delivered

• - Speed of delivery
• - Delivered in one shipment
• - Condition of goods
• - Get what ordered
• - Progress chasing
• - Documentation

• - Accuracy of invoices
• - Paperwork
• - Ability of staff
• to solve problems
• - Settlement terms
• - Flexibility
• - Credit Notes

• - Authority to negotiate
• - Know the business
• - Know the product
• - Efficient
• - Visit often
• - Honest & Trustworthy
• - Easy to reach
• - Ability to solve problems
• - Keeping you informed
• - Pleasant to deal with

• Perceived Quality Of Products

• 14%

• Durability

• Style & Finish

• Meeting Customer needs

• Choice of Colours

• Ease of Use

• Quality of Manuals

• Product Design

• VFM

• Comfort

• 15%

• 19%

• 43%

• 27%

• 27%

• 16%

• 18%

• 28%

• 42%

• 39%

• 24%

• 37%

• 34%

• 25%

• 22%

• 19%

• 25%

• Impact Rating Of Process Area