An ISO requirement
ISO 9001:2000, Clause 8.2.1 requires businesses to measure and monitor customers' satisfaction levels and collect benchmark data. For smaller companies this can sometimes seem like a large investment.
Maven Standardised CSI
Maven has been constructing bespoke customer satisfaction indices for both large blue chip and small companies for 15 years. We have approached this area using our Gap analysis methodology. From the body of knowledge that we have accumulated over the years we have constructed the Maven standardised CSI. This useful tool will capture and track the key elements for your business that impact on your customer’s satisfaction.
Data Outputs
The questionnaire holds a number of questions that over time have proved themselves to be the real make or break issues in delivering a quality service to customers.
Maven research works within the automotive, technology, medical, airline, financial services and retail industries to create customer satisfaction solutions that not only gauge valuable customer satisfaction, but also provide tools to create true customer-centric organisations. Many organisations use this information as the basis of their employee incentive programs and find it to be an effective way of communicating strengths and weaknesses to their various branches, retail stores or dealerships.
Benchmarking
We have a bank of benchmark data available and in addition will give you the opportunity to contribute to the data sharing program, ensuring up to date benchmarks are always readily available for you.
Production - The Team
Should you require any further information relating to the work that Maven Research carries out in the Production Sector then please feel free to contact any one of the team:
Lisa Allan - Sector Head
Matthew Davis
Lucy Robertson
case studies
