Customer Perception Surveys
We work with our clients to design and document a comprehensive customer questionnaire and to carry out perception surveys to measure customer satisfaction with the following objectives and benefits:
Objectives
- Quantify the extent of customer satisfaction with the company's performance, especially quality of products and services, product development, R&D, sales, customer service, QA/QC laboratories, packaging, delivery and shipping.
- Analyze the customer perceptions to identify those aspects of the company's products and services which have opportunities for improvements.
- Generate a report summarizing the results of the customer perceptions and use the findings to involve multi-disiplinary teams to improve the internal Quality Systems.
Benefits
- Discover what the customers really think about your quality of products and reliability of your customer service.
- Receive benchmarking data comparing your company's products and service against your major competitors, in a report using graphical displays.
- Obtain objective feedback about your products and services from different disciplines in your key customers, including their purchasing, operations, QA/QC and R&D/product development personnel.
- Identify opportunities for improvement in order of priority, which can be used in your continuous quality improvement programs.
- Form quality interdisciplinary improvement teams and measure success in regular customer opinion surveys.
All our customer surveys during the last 10 years have resulted in 60-100% response rates with comprehensive analysis of competitor performance of business critical products and services.
For further information on Quality Quest's experience with Customer Perception Surveys, see Credentials.