Meeting compliance standards, providing useful business information
If your business has to comply with ISO 9001 or another manufacturing standard such as TS 16949 (automotive) or GMP (pharmaceuticals and healthcare), then you already know that conducting a regular customer satisfaction survey (usually annually as a minimum) is often a prerequisite for doing business.
So what questions do you need to ask? While most of these standards organizations don’t provide specific criteria for the questions you must use, they do have guidelines for what you need to be able to do with your survey results:
- Measure how well you are performing with your customers
- Determine unmet needs your customers have that you can deliver
- Generate ideas for new products or services
- Identify new opportunities
At C Wenger Group, we can design an ISO or TS-compliant survey approach for your company that moves you beyond just “checking the box” in the certification process to generating useful information to improve your business results. We focus on helping clients make sense of satisfaction metrics and develop practical insights behind your customer opinions—in short, we help you understand why customers feel the way they do and what you can do to improve their perception and drive repeat business.
We will design and implement effective methods to measure how your customers define a quality experience at each touch-point of interaction– and how your business is performing against their expectations. Using proven research techniques, we generate actionable insights from customers that lead you to better business decisions.
We can save you time and money by relieving your internal staff of the burden of collecting and interpreting survey results. And your Certification Auditor should like our process too—one of our clients was recently told by their TS 16949 Auditor that their customer experience survey data was the best he had ever seen in 20 years of certification audits.
We invite you to get in touch with us and let us help you. We humbly believe that we can design and administer surveys more effectively and efficiently than you can do it yourself. Contact us to schedule a 15-minute phone consultation. We’ll ask you a few questions and quickly determine an approach that makes practical sense for your business. The conversation will be friendly and confidential. You’ll receive a ballpark cost estimate, but no sales pitch.
How can we help you and your business or team? We’d love to talk to you about your research, QA, or training needs. If you fill out the information below, one of our team members will contact you within 48 hours.
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