Services
Customer Satisfaction Survey
Customer Satisfaction Survey Elucidation
Customer satisfaction surveys are a form of commitment from a company in conducting business with customer service oriented principles. The existence of the industrial revolution 4.0 has made many companies move based on data or what is generally called data driven decision making or data driven policy so that the plans and policies carried out by companies can adjust between factual conditions and ideal conditions in the business field.
Customer Satisfaction Survey Service Scope
The survey not only maps evaluations obtained from respondents who are business customers, but can become a plan for future business development to sharpen and strengthen a company’s marketplace.
Large business companies in the world cannot be separated from research conducted on users of their products so that they can develop strategic plans that are able to bring the company to develop and compete with its competitors. Research using a survey approach is one option for companies to find out how satisfied customers are and their attachment to the products they use from that company.
The Customer Satisfaction Survey aims to determine product quality, evaluate products, assess company sales, and determine the capabilities of competitors. Then by implementing SKP, the company can get customer satisfaction scores which can then be followed up in the form of an Action Plan, get customer engagement scores, find out service aspects that have been rated well by customers and other aspects whose quality still needs to be improved, and the company too. can find out customer complaints so far when receiving service and suggestions for improving service in the future.
SKP process flow:
- Preparation of Sampling Framework & Questionnaire Attributes
- Preparation for field data collection (understanding instruments, determining personnel, coaching, providing applications and survey dashboards)
- Data collection (Primary & Secondary)
- Processing and analysis of data
- Preparing Reports & Submitting Survey Results
Basics for preparing measurement attributes:
- Tangible: Appearance and availability of physical facilities, equipment, personnel supplies and means of communication
- Empathy: The ability to provide individual attention and care about customer needs
- Responsiveness: The ability to provide services quickly and responsively to customers, among other things
- Reliability: The ability to carry out services as promised to customers accurately and reliably
- Assurance: The ability to foster trust and confidence in customers so that customers feel guaranteed (risk free)
The output of the Customer Satisfaction Survey activity is a Preliminary Report, presentation materials in power point format, Final Report, and Executive Summary.
