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Customer Satisfaction
Associated Business Processes
12 (Closest fit to Business Process Classifications from
The Best Practice Club)
Details of requirements not yet available - however I expect
these to be similar to the requirements of the EFQM Business Excellence Model
Performance Measurement
- Internally measured
- Externally measured
- Correlations and trends
- Key variables known and understood
- Measures derived from performance goals
- Measurements result in change
EFQM Requirements
- Positive trends on external measures
- Established performance over several years
- Customers expectations known
Assessors expectations
Independant surveys used to assess company performance against competitors
Benchmarking used to improve performance towards best in class
Customer surveys measures what the customers sees as important
Surveys regularly reviewed against business division and geographical area
- Customer complaint management
- Public perception of quality of company and product or service
Customer satisfaction and other issues that influence loyalty are measured,
analysed and understood. The delivery of value to the customer, the final
arbiter of product and service excellence, is the primary focus.