Managing customer satisfaction requires monitoring. It also includes two tools:
- The main tool / formal – contract compliance control as they are literally written and when. Responding with the appropriate management level for PMRs. Initiating and periodic satisfaction surveys.
- The secondary tool “soft” / informal – monitoring and controlling all customer’s inquiries, initiating informal communication with different representatives of the customer, “listening” and initiating questions to his satisfaction, on a regular basis, both about the product and service.
Satisfaction Surveys – Advantages and Disadvantages:
- The benefits of customer’s satisfaction formal surveys are in initiating their execution, which has an immediate effect on the satisfaction itself. The satisfaction survey also constitutes a methodical means to the “field collecting information” and an effective tool in identifying needs that turn into new marketing opportunities, which were not included in the original contract. These opportunities are called After Sale Sale and at times are extended to a general terminology of After Sale & Support Services. In the lack of a close relationship with the customer, the importance of the customer’s satisfaction survey increases.
- The disadvantages of a customer’s satisfaction survey lie sometimes in prying in sensitive issues and may violate delicate balances and raise solvable problems to higher management levels to unnecessary levels. Examples: sensitive aspects of the current contract state and the level of responsiveness, as well as past contracts with this customer, also sensitivities in the internal delicate weaving both in the customer’s and the supplier’s organizations.
e2eS offers its customers planning and implementing customer control satisfaction, fulfilling the demands of management, enables learning and implementing corrective actions in all stages of the project and management levels.