Customer satisfaction analyses (meaningful or time-consuming?)
(openPR) - in some enterprises does not only become the economic efficiency (e.g. conversion, amount covered, market share, Return on Investment…) measured and for the evaluation consulted, but to increasing extent also the degree of the customer satisfaction.
Who wants to exist in the competition on a long-term basis, will not come to sit down with activities to the improvement of the related to customers creation of value apart. The picture, that the customers of the enterprise, the products, which selling and marketing achievements as well as the coworkers have, is coined/shaped by each individual performance of a coworker in all divisions as well as the sum of the total output of the enterprise.
Each individual coworker must be therefore consciously, like importantly his task in the context of the complexity in the enterprise, when effect for and on the customers is. Loyale Kundenbeziehungen to maintain and construct secures as a rule a positive customer productive value. The goal of customer satisfaction measurements is it therefore, a reliable feedback from all own divisions, as well as from customers and suppliers to receive, in order to recognize and use as basis for long-term Kundenbeziehungen decision need.
The following requirements of the measurement should be considered:
A) The questionnaire must remain visible and contain systematic analysis sets
B) The measuring method must be repeatable, in order to be able to evaluate deviations for preceding questioning.
C) The results must be for internal and external change processes usable, transparency, comprehensible and convertible.
Collection methodology is divided into four phases:
1. In the conception phase goal contents and target groups are defined and the inquiry method is specified. As research method the full or Teilerhebung can be used. In this stage it is decided whether an internal or external determination is to take place. Here also the questioning forms (e.g. telephone interview, written or verbal direct questioning) are defined.
Following question ranges are conceivable: General satisfaction; Products and developments; Offer nature; Support; Logistics; Acquisition; Reliability; Accessibility; Authority, speed, marketing activities; Service and warranty…
2. The execution phase depends on the kind of the measuring method. With the questioning (whether by internal coworkers or by external experts) it is particularly important that the interview partners are competent. Dates and individual activities must be planned and co-ordinated very carefully.
3. During the analysis phase the individual questions and answers must be seized systematically and prepared graphic. The text notes should be formulated in short sentences. Each table and graphics must be so represented that the individual indices can be updated also in the time axis, in order to be able to interpret trends in the change of the customer satisfaction.
4. After the analysis of the results - after the main question topic measure plans are specified. In addition the inclusion of the coworkers concerned belongs into the measure plan; the introduction of a customer improvement program (KVP); the definition of responsibilities and schedules for the formulation of the change processes.
Customer satisfaction is finally the yardstick for the customer connection, the growth as well as the economic success of each enterprise. Therefore the continuous identification with the indices of the analysis forms an important set screw for the entrepreneurial success. Customer satisfaction analyses are time-consuming therefore not but an essential component of the managerial policy.
Contact information/press contact:
Dr. Kriegeskotte Sales Consulting Group
Personal and management consultation
Gewerbestr. 4
78479 island Reichenau (Baden-Wuerttemberg)
Telephone: 07534 - 99 55 97 - 1
Fax: 07534 - 99 55 97 - 9
E-Mail: info@kriegeskotte.com
Internet: www.kriegeskotte.com
Firmenportrait:
Dr. Kriegeskotte Sales Consulting Group personal and management consultation
Specialization on efficiency increase and reduction of costs in selling, marketing and management.
Management:
Dr. Uwe Kriegeskotte
Dipl. Vertriebswirt, Doktor of philosophy
For 17 years in the management, marketing and selling of European and world market leaders actively
Firm's structure:
Our team consists of specialists with optimally complementing fields of activity. All advisors have a professional experience of many years in the authority, in which they are active as advisors.
Ranges such as economics and tax law, IT-co-ordination and Controlling belong exactly the same to our emphasis, as also the cover of the requirements in marketing-mix.
Coworkers of Dr. Kriegeskotte Sales Consulting Group look for solutions, which become fair the development of the respective industry and the needs of the client in best way. They recommend their services then only if they expect that their work brings advantages for the client. They treat all internal procedures and information of the client strictly confidentially.
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