Customer satisfaction

1. Customer satisfaction Magnus Holmgren

2. Background SP group • All companies in the SP group perform some sort of customer satisfaction investigation • All have some common questions in the questionnaire which make benchmarking activities within the group possible

3. The ”normal” questionnaire • Distributed to customers (invoiced, important etc.) • Possible to answer in different ways: on paper, on web and via e-mail. • 18 questions are coming back • 1-2 year • Sent out by mail and by e-mail • Grades: between 1 and 6, N/A • Answering %: 35-55% • History 20 years • Importance of questions • Foreseen results

4. SP’s customer satisfaction questionnaire • How where you treated by the SP staff • Keep agreements • General service mindfulness • Information about prices • Information about delivery times • The SP switchboard (waiting time before answer, wrong connections etc.) • Availability of searched staff • Answers on telephone messages • The technical competence of the SP staff • The technical equipment of the laboratory • The willingness within the SP staff for cooperation with the customer

5. SP’s customer satisfaction questionnaire 12. Was the quotation/acceptance of order clear concerning the wide of the assignment, price and delivery time 13. Information about how changes in the assignment during on-going work will affect price and/or delivery time 14. The reports (design and understandability) 15. Did our work fulfil your expectations 16. SP’s delivery times 17. Was our work worth its price

6. Other measures • After every project, training course or visit • In project meetings and groups • Telephone interviews • Telephone behaviour investigation • Hearings • Member clubs • Customer days • Research/branch councils

7. Thoughts for the future • Moore contacts with research foundations etc. • Use the homepage • Measuring delivery times and precisions • Other media