Want to work with a company that puts their performance on the line as well as online?
To us, customer satisfaction is more than just a marketing phrase
Satisfied customers are the mainstay of our business. Knowing what our customers like and dislike can mean the difference between our success and failure.
So, how do we determine if our customers are satisfied or dissatisfied? And to what degree? And how do we use that information to improve the value of our services.
There are several ways our customers may voice a concern. They may simply pick up the phone and call. They may express a concern to a salesperson during a sales call. Unresolved issues are also identified during the punchlist process or when a service order is written to fix a problem.
All of these methods provide us with feedback, but the responses are generally used to resolve concerns in the short term. However, we believe that customer satisfaction involves more than just responding to individual issues.
You can't improve what you can't measure
That's why Herman Miller has made customer satisfaction a category in the performance criteria against which organizations are assessed in order to become and remain members of the Certified Network. Here is what the criteria measures and monitors:
- How accurately the organization understands our customers' requirements for products and services
- How effectively customer service is managed and how responsive the organization is to our customers' requirements
- How consistently the organization employs methods to follow up with our customers on products and services to determine satisfaction levels and gain information for improvement