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Satisfaction Index™ : the easy way to improve your profits


QualityZoneISO 9001:2000 includes a new requirement for companies to monitor their customer satisfaction. Our market feedback from certification bodies is that:

  • Companies do not want to invest large sums of money fulfilling this requirement;
  • They don’t know how they are going to do it;
  • But, they have to.

Satisfaction Index™ is a new low cost solution to meet the customer satisfaction measurement requirements of ISO 9001:2000. It is based on a tried and tested methodology that provides a statistically verifiable measure suitable for monitoring continual improvement and benchmarking against other companies. Available as electronic, postal or telephone survey options the survey is conducted by external specialists for less than the cost of an in-house survey.

Satisfaction Index™ has been developed by specialists in customer satisfaction measurement and ISO 9000. The Leadership Factor is a worldwide company specialising in customer satisfaction measurement whose consultants have published three books on the subject and are acknowledged as worldwide leaders in the field. ISO 2000 Worldwide are experts in Quality Management Systems with special expertise in the use of new technology. Combining these skills has produced a unique, comprehensive solution covering all survey methods in a format tailored to the requirement of ISO 9001:2000.

Companies can choose between a postal survey, an electronic survey or a telephone survey in a range of sample sizes. Recommended questions for a number of business sectors are based on The Leadership Factor’s extensive database of what matters most to customers. Companies can adapt the recommended questions or tailor questions to your own business. Satisfaction IndexTM provides a manual and a telephone helpline to guide these decisions. After that the survey is conducted for you a comprehensive report provided on completion.

Reports clarify customers’ requirements and their relative importance before giving a precise measure of customer satisfaction with each requirement. An overall Customer Satisfaction Index to a verifiable level of statistical reliability provides the basis for demonstrating continual improvement in customer satisfaction. Extensive benchmarking demonstrates relative performance against other companies both for the overall index and for each customer’s requirement. A final section highlights “PFIs” (priorities for improvement) based on the areas where customers’ requirements are least being met.

As well as meeting the requirements of ISO 9001, measuring customer satisfaction makes sound commercial sense. Keeping existing customers is much more profitable than winning new ones. Harvard Business School has concluded that customer loyalty is better than market share at predicting profit. Since complaints are only the tip of the dissatisfaction iceberg, customer satisfaction measurement provides the best early warning of customer defection.

Product Features,

  • The product is available in the following formats:
  • Online;
  • Postal questionnaire;
  • Telephone questionnaire.
  • Each questionnaire contains 15 generic questions;
  • Each question is scored for both satisfaction and importance;
  • It is based on a proven satisfaction measurement methodology;
  • Questions are tailored by industry sector.

There are two product levels.

Level 1 is based on standard questions that are varied for different business sectors. The questions are based on a large databank of customer surveys, which identifies customers’ 15 main requirements by sector. The questionnaire cannot be modified, as standardization is a major factor in minimizing costs.

Level 2 allows the questions to be tailored precisely to the requirements of a business. The 15 generic requirements of importance to customers (within the required industry sector) are provided. However, these can be amended and added to. (A telephone Helpline is available with this Level).

For each survey, regardless of type or level, the following reports are provided:

  • Importance

  • Satisfaction

  • Satisfaction Index

  • Benchmarking

  • Gap Analysis

  • Priorities for Improvement

The benchmarking data will be used as a UK Satisfaction Index for the SME market place to predict future trends.

click here for further details.


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