Customer Satisfaction - Issues of Power Supply
Customer satisfaction measurement is a systematic process for collecting customer data (e.g. surveys, audits and etc.), analyzing these data to make it within actionable data, driving the results throughout an organization or implementing satisfaction improvement plan. Therefore, customer satisfaction measurement (CSM) is a management information system in which continuously captures the voice of the customer by the assessment of performance from the customer's point of view.
Such measurement could me made through using any of the following methods:
- Surveys;
- Formal or informal feedback from customers;
- Use of customer account data; and
- Complaints.
Therefore, survey is the most generally chosen method because of its effectiveness and economy.
Customer satisfaction measurement will enable us to
- Know how customers perceive your organization and whether your performance meets their expectation;
- Identify PFI'S (priorities for improvement) areas where improvement in performance will generate the greatest gain in customer satisfaction;
- Set targets for service improvement and monitor progress against a customer satisfaction index;
- Benchmark your performance next to other organization; and
- Increase profits by improved customer loyalty and goodwill.
The organization's process for questioning, measuring and monitoring feedback of customer satisfaction and dissatisfaction should gives information on continual basis. It should address conformance to requirements, meeting requires and expectations of customers, as well as price and delivery of product.