Measuring Satisfaction

C.S.M - Customer Satisfaction Measurement

Why carry out Customer Surveys?

	Improve customer retention
	Highlight areas for improvement within the business
	Test reaction to new products
	Measure customer satisfaction levels
	Meet ISO 9001:2000 Requirements for Quality Assurance

Customer Satisfaction Surveys to meet the criteria of ISO 9001: 2000

Two significant changes have been made to the ISO 9001: 2000 Requirements for Quality Assurance document: -

	Clause 7.2.1 Find out what customers require in terms of the product or service.
	Clause 8.2.1 How information is collected and reviewed regarding levels of customer satisfaction. (Customer Surveys)

We can conduct cost effective Customer Satisfaction Surveys for you and provide detailed analysis from the data collected including Gap analysis and Benchmarking.

We offer options on:

	Survey Mode
	Questionnaire Specification
	Sample Size

Mode of Survey

On-Line: You supply us with e-mail addresses of the customers you want to take part in your survey. We then e-mail those customers, providing a link to the survey website (hosted by us). The customers then complete the survey online.

Mail: We send the questionnaires and reply paid envelopes to your customers. Customers use freepost envelopes to return the completed questionnaires to us.

Tele-Interview: You write to your customers informing them that the survey will be taking place. You provide us with contact names and telephone numbers. We conduct the telephone interviews.

Questionnaire Specification

Questionnaires using your Company logo can be:

Standard: Questions specific to your business sector based on 15 standard questions.

Or

Customised: Questions tailored (in consultation with you) precisely to your organisation.

Sample Size

Your sample can be as few or as many customers as you choose.

Pricing

Sample Size	On-Line (Electronic) £	Mail £	Tele-Interview (within the U.K) £
50	500	579	1046
100	523	609	1379
200	551	655	2046
300	587	700	2713
400	631	745	3379
500	687	791	4046

A Customised Survey Questionnaire will attract an additional cost of £250.

For further details please contact…..

Alice Lennie

Telephone: 01483 453511
Fax: 01483 453512
Postal address:
Quality Management & Training Limited
PO Box 172, Guildford, Surrey GU2 7FN, United Kingdom
Electronic mail:

help@qmt.co.uk

Links

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