As part of monitoring your client's perception of whether you are meeting their requirements, Activa can provide the solution to this problem and turn what can be a laborious task into a real opportunity for improvement
Activa conduct independent interviews with a sample of your customers using our specific formats which cover three separate areas - quality, delivery and price plus overall satisfaction
We also ask customised questions about areas specific to your company, but we do tend to keep these to a minimum as this give you more information for you to use to improve.
Having compiled the results we produce a set of reports to allow you to compare your performance in each area against last time and your peers for each question and then summarises your performance into first to fourth quartiles. This is true benchmarking and allows you to get a real feeling for how you are doing not only compared with companies in your own sector, but any sector.
This allows you to identify and improve on the weaker areas of your business and concentrate on the important aspects of the business and rely on Activa to collate information for you in a timely manner - no more generating information just to placate you certification body
The Activa customer survey also comes with a short written report on anecdotal evidence we encounter. If your customers focus on a specific element they would like to see improved, we'll tell you.
Typical costs for a survey are £400 per 10 customers called. Larger numbers are available at a discount, ask for your specific requirements. Prices can be payable in local currency equivalent, but a premium may be charged for international phone calls.
In line with the detail of the standard we can assist in the following areas:
Determining requirements as specified by the organisation's customers (see section 7.2.1 of the standard)
Monitoring information relating to customers' perception as to whether the organisation has met customers' requirements (see section 8.2.1 of the standard)
Collecting and analysing appropriate data to demonstrate the suitability and effectiveness of the quality management system...the analysis of data shall provide information relating to
Customer Satisfaction Conformity to product requirements
Typically, we would approach the "Determining requirements" stage through talking to a limited but representative sample of your customers. This will also enable us to prioritise the importance of their needs based upon the particular type of customer. This exploratory research would allow us to then construct a survey to implement to a wider cross section of the customer base that truly captures how the client company performs and the level of importance of different customer requirements. This survey will determine the priorities for improvement as part of the quality management system. Having said all this, I would stress that we devise the most appropriate methodology based upon your company's requirements, and the nature and quantity of your customers!
This is the true marketing of your business, which will make an exponential shift in your sales and profitability, see our section introducing our approach to marketing
Please read our latest newsletter on Customer Satisfaction
If you would like Activa to cover your customer surveys for you please Contact Us to arrange it
