We are an Engineer-To-Order electronics manufacturing company. About 65% of our business is with companies working on military applications. We maintain an ISO9001:2000 registered quality management system, but somehow we have never been able to effectively tackle the "how-tos" for effectively measuring and using customer satisfaction data. We tried surveys, but response was poor (<5%) and we weren't really sure that the returned surveys were getting to and being completed by the "right" people. I would like to hear ideas on how to develop an effective process for measuring customer satisfaction.
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kevrac 7/31/2003
We've been doing this at my company for the past seven years (FAI), it is not as difficult as you make it sound. Just dig in and refine your processes; it won't cost you near as much as a software package (if there are any), and you have complete control of your own system.