Business Excellence
| Leadership | People Management | Process | People Satisfaction | Business Results |
| Policy and Strategy | Customer Satisfaction | |||
| Resources | Impact on Society | |||
< Enablers > |
< Results > |
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Customer Satisfaction
Customer Satisfaction covers 20% (yes 20% - read it and weep if you havn't got it sorted out!) of the overall score of the model. This element is split into two sections, in each section areas to address are only guides, not requirements, we may identify other areas more suitable. It covers what the organisation is achieving in relation to the satisfaction of its external customers. Sort this one out and you're well on the way!
Section One - Customer's perception of the organisation's products, services and relationships: Overall relationship: General relationship, responsiveness, product and service quality, reliability,delivery performance, price and after sales performance Capabilities of employees: Complaints handling, accuracy of documentation, technical support, product training, ease of use, accessibility of key staff, value for money Loyalty: intention to repurchase, willingness to recommend. |
Section Two - Measures of Satisfaction Overall relationship: Market share, awards and accolades Products and Services quality: Defect, error and rejection rates, guarantee provisions used and made, warrantee payments, complaints, corrective actions resulting from compliants. Sales and After Sales: Time to market, delivery performance, advertising penetration, response rate, quote conversion Loyalty: Repeat business, new / lost business, relationship length, recommendations, frequency of orders. |
To invite Activa to come to talk to you about an initial assessment, or for further information: Contact us
