Quality Surveys

Customer and Employee Satisfaction

A critical activity of any quality program is to measure customer satisfaction and loyalty. After all, quality is defined as "customer satisfaction." A carefully designed questionnaire survey can help the organization, among other things to:

• Measure customers’ satisfaction.

• Evaluate customers’ opinion of the different services/products offered by the organization.

• Evaluate customers’ opinion of the service levels of the front-line, service-desk, or any department that provides services; e.g. sales, maintenance, and repair departments.

• Explore customers’ preferences for potential services/products.

Employees make or break the organization; therefore successful organizations develop a continuous program of monitoring their employee’s attitude, morale and satisfaction. A well-design questionnaire survey can be an invaluable tool for the following objectives, among others:

• Measuring employees’ satisfaction.

• Identifying areas of dissatisfaction.

• Recommending improvement solutions that are popular with employees.

• Assessing employees’ satisfaction with a product (e.g. software) that is newly installed.

• Assessing employees’ satisfaction with a support department services; e.g. HR and IT Departments.

GLC offers a consultancy program for developing and implementing customer and employee surveys with the following features/steps:

1. Definition and documentation of survey objectives.

2. Questionnaire design, validation, and testing.

3. Data collection; using automation (including web-based), as appropriate.

4. Results analysis and interpretation.

5. Result presentation and communication.

GLC approach calls for the total involvement of client representatives throughout the project to ensure company’s satisfaction and implementation of the project’s recommendation.