Satisfied customers are always expected to come back and refer others too with your products/services.
To achieve this, Companies utilize Quality Management Systems ( QMS) which assure consumers that the products and services they receive were manufactured to the right standards. Now let’s discuss how QMS is useful to ensure customer satisfaction through feedback and Improvements.
Understanding Customer Needs
This works with feedback such as surveys, customer reviews, and feedback from direct contacts. One promising way to learn about your customers is to listen to them and understand their needs and expectations.
Continuous Feedback Mechanisms
QMS should include various ways to gather feedback, such as:
Online Reviews
Offer the customer either an incentive to leave a review or allow him/her to go to other online platforms to provide a review.
Surveys
Constant use of questionnaires so that more detailed information can be collected.
Social Media
Listening posts for customer comments on products and services.
These feedback channels give real-time information about the customer’s experiences, thus enabling you to address their concerns effectively and results in How strong is your business partnership?
Integrating Feedback into QMS
If feedback is to be effective, it has to become a part of your QMS processes. This means establishing procedures that can be followed when it comes to the collection, analysis and usage of information provided by the customers. It is, therefore, crucial that feedback loops are integrated into your QMS.
Key Performance Indicators (KPIs)
Common KPIs include:
Customer Satisfaction Score (CSAT)
Covers overall approval of the product or services offered by your company.
Customer Effort Score (CES)
How approachable a business or organisation is, it brings out the level of accessibility customers can access to a business.
If you track these metrics from time to time, you be able to see your performances and even the lapses that are present.
Customer Advisory Boards
Engaging customers in a conversation about the idea for a new product or change on an existing product.
Feedback Forums
Providing online platforms for customers to provide their inputs on how they would like the organization to execute some services.
Transparency and Communication
The current generation customer requires transparency and proper communication from their service providers. Let the customers know about the actions you are taking to address the concerns that they may have raised or to enhance quality. Updates through newsletters, Facebook, emails, amongst others can assure the customers that they are important to the business.
Implementation of Improvements
Last but not least, it is necessary to assess the impact of improvements on customer satisfaction. This is done by monitoring the shifts in customer feedback and satisfaction levels within a given period. You can then tell which improvement strategies are effective and which are not to guarantee that customer satisfaction is maintained.
Conclusion
A quality management system is very important for any business organization since customer satisfaction is the key to each business venture. It is, therefore, important that feedback should be provided continuously and that an organizational culture of continuous improvement of the QMS is adopted to support improved delivery of quality customer services.
Read more:
Customer Satisfaction and QMS: Ensuring Continuous Feedback and Improvements