Tqm Customer Satisfaction Questions

“The gulf between satisfied customers and completely satisfied customers can swallow a business.” - Harvard Business Review

Design a customer satisfaction questionnaire for a 1. Hospital 2. Hotel

Team Members: 1.Jagat Singh Dhami 2.Amal Rani 3.Deepan 4.Iyyappa Prakash 1

 Customer

satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard.

 In

a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.

 There

is a substantial body of empirical literature that establishes the benefits of customer satisfaction for firms.

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

Customer Satisfaction is the customer’s perception of the actual service received as compared to the service they expected. “Customer Satisfaction lives at the intersection of reality and expectations.”

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Creating Better Products or Services

Offering compelling customer experience

Building deeper customer relationships

End goal of customer focused strategies is the same:

Boosting retention and repurchase = more sales!!! 4

Annual Customer Satisfactio n Surveys

Online Questionnaires

Online Polls

CRM Softwar e

Feedback Forms

Other Surveys Focus Groups (Formal/ informal)

(Benchmarking , Employee, Org Alignment)

Customer Service Feedback

Phone or Fax Surveys

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Questionnaire for Hotel

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Thank you for your recent stay at our hotel. During your stay you dined at our 5-star Seafood Emporium Restaurant. We're conducting a short survey to find out about your dining experience and what we might do to improve. Please help us by completing this short survey.

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1-Strongly agree 2-Agree 3-Neither agree nor disagree 4-Disagree 5-Strongly disagree

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 Service  

Strongly Disagree

1

  Strongly Agree

2

3

4

5

1. The food was served hot and fresh 2. The menu had an excellent selection of items 3. The quality of food was excellent 4. The food was very tasty and flavorful 9

5. Did you have a reservation?      [ ]Yes       [ ]No 6. Approximately how many minutes did you wait before you were seated?   ………..     7. The waiting time was:       [ ] About what I expected [ ] A little longer that I expected [ ] Much longer than I expected

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Strongly Disagree

 

1

2

Strongly Agree 3

4

5

8. We were seated promptly 9. A server was there to take our order quickly 10. The server was friendly and patient when taking our order 11. Our server coordinated the timing of the courses perfectly 12. The server was able to answer all our questions 13. Overall, the service was excellent 14. Considering everything, our dining experience was a good value 11

1. What is your name?.............................................. 2. What is your age? a. 10-16 b. 17-23 c. 24-30 d. 31-37 e. 38 & above 3. What is your gender? a. Male b. Female 4. What is your present occupation? a. Business and professional b. Salaried and semi-professional c. Skilled worker d. Laborer e. Student 5. What is your yearly household income? (INR) a. 0-50000 b. 60000-100000 c.100001-150000 d. 150001-200000e. 200001-500000 f. 500001 and above

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Questionnaire for Educational Institution.

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We would be grateful if you could spare a few minutes to complete this Customer Satisfaction Questionnaire to help us ensure that our standard of customer care exceeds expectations wherever possible. 14

The questionnaire prepared for getting the students view about their school/college teachers.

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Exemplary (EXEM) - Performance is consistently exceptional in meeting performance criteria demonstrated by providing extraordinary opportunities for student success through instructional strategies that confirm the teacher’s expertise and the ability to reach all students.  Exceeds Standards (EXS) - Performance is consistently above average in meeting performance criteria demonstrated by going beyond the established standards and instructional practices in reaching all students.  Meets Standards (MS) - Performance is consistently adequate in meeting performance criteria. 

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I. PROGRAMS OF STUDY EXEM EXS

MS

UNS

A.Bases instruction on adopted curricula for the school. B.Demonstrates accurate and current knowledge in subject field. C.Develops appropriate lessons to teach instructional objectives.

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II. CLASSROOM CLIMATE

EXEM EXS

MS

UNS

A.Establishes procedures and rules that enhance learning. B.

Encourages students’ attendance.

C.Sets high positive expectations for student performance. D.Encourages and acknowledges individual students’ accomplishments and appropriate behavior. E.Treats students in a fair and equitable manner. F. Accommodates individual learning differences. 18

III. INSTRUCTIONAL MANAGEMENT SYSTEM

EXEM EXS

MS

UNS

A.Begins lesson or instructional activity with a review of previous materials as appropriate. B.Directs and adequately supervises students to be on task quickly at the beginning of each instructional activity. C. Provides instructional pacing that ensures student understanding. D.Encourages students to express ideas clearly and accurately. E.Designs, delivers, and assesses student learning activities addressing the state adopted instructional goals and objectives. 19

EXEM EXS

MS

UNS

V. COMMUNICATION

A.Communicates regularly and effectively with students, coworkers, parents/guardians, & community and exhibits appropriate interactive skills. B.Follows confidentiality procedures regarding students, parents/guardians, and fellow staff members. C.Speaks and writes standard English clearly, correctly, and distinctly. 20

EXEM EXS

MS

UNS

VI. PROFESSIONAL WORK HABITS

A.Interacts appropriately with students, other educational personnel, and parents. B. Is punctual with reports, grades, records, and in reporting to work. C. Commands respect by example in appearance, manners, behavior, and language. 21

VII. TECHNOLOGY STANDARDS

EXEM EXS

MS

UNS

A.Plans and designs effective learning environments and experiences supported by technology. B.Implements curriculum plans that include methods and strategies for applying technology to maximize student learning. C. Applies technology to facilitate a variety of effective assessment and evaluation strategies.

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Questionnaire for Hospital

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We would be grateful if you could spare a few minutes to complete this Customer Satisfaction Questionnaire to help us ensure that our standard of customer care exceeds expectations wherever possible.

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Since Hospitals require a Exceptional feedback, few types of rating scales are used. RATING SCALE

1.

1. YES 2. NO

1. EXCELLENT 2. VERY GOOD 3. GOOD 4. AVERAGE 5. POOR

1. Never 2. Rarely 3. Occasionall y 4. Frequently 5. Always

2. 3. 4. 5.

Strongly agree Agree Neither agree nor Disagree Disagree Strongly Disagree

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I got a comfortable waiting room during a visit to the doctor’s office. [ ]yes [ ]no

1.

The waiting time is reasonable for a referral from receptionist to see a doctor. [ ]yes [ ]no

2.

Did your appointment start on time? [ ]yes [ ]no

3.

Was the receptionist helpful, polite and pleasant? [ ]Excellent [ ]Very Good [ ] Good [ ]Average [ ]Poor

4.

The doctors approach to the patients, with a friendly attitude with care. [ ]Excellent [ ]Very Good [ ] Good [ ]Average [ ]Poor

5.

The doctors listen carefully the patients problem. [ ]Never [ ]Rarely [ ]Occasionally [ ]Frequently [ ] Always

6.

Physician asks questions regarding your health history. [ ]Never [ ]Rarely [ ]Occasionally [ ]Frequently [ ] Always

7.

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Physician discusses treatment options with you, including the expected course of treatment. [ ]Never [ ]Rarely [ ]Occasionally [ ]Frequently [ ] Always 8.

The doctor recommends a lot of medicine in a minor case (Fever, cold etc). [ ]Never [ ]Rarely [ ]Occasionally [ ]Frequently [ ] Always 9.

The doctors are suggesting the proper referral of further treatment in case of complex disease. [ ]Never [ ]Rarely [ ]Occasionally [ ]Frequently [ ] Always 10.

Physician explains drugs and other treatments (for example, psychotherapy), their expected effects, and possible side effects. [ ]Never [ ]Rarely [ ]Occasionally [ ]Frequently [ ] Always 11.

Sufficient numbers of doctors are available to attend the patients. [ ]yes [ ]no 12.

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The hospital have well equipped lab, that provides report to patient on a time. [ ]Excellent [ ]Very Good [ ] Good [ ]Average [ ]Poor 13.

The medical store of hospital having medically knowledgeable person. [ ]Excellent [ ]Very Good [ ] Good [ ]Average [ ]Poor 14.

Did you find our parking convenient? [ ]Excellent [ ]Very Good [ ] Good [ ]Average 15.

[ ]Poor

The hospital providing the timely service in the case of emergency, shortage of blood, etc.  [ ]Excellent [ ]Very Good [ ] Good [ ]Average [ ]Poor 16.

The employee behaves polite and courtesy towards patient. [ ]Excellent [ ]Very Good [ ] Good [ ]Average [ ]Poor 17.

 

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The room of hospital was clean and feel friendly [ ]Excellent [ ]Very Good [ ] Good [ ]Average [ ]Poor 18.

Were you happy with the care you received? [ ]Strongly agree [ ]Agree [ ]Neither agree nor Disagree [ ] Disagree [ ]Strongly Disagree 19.

How would you rate the overall quality of service you received ? [ ]Excellent [ ]Very Good [ ] Good [ ]Average [ ]Poor 20.

21.

How can we improve our services? Please give your valuable comments…

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Food for Thought The name of the game should be about "giving customers a memory and experience so great that they'll want to repeat it." The game is not all about getting that score—that “TARGET” customer score— any way possible.

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  

 

Believe customers possess good ideas Gather customer feedback at every opportunity Focus on continual improvement – start with top 10 issues bugging your customers Solicit good and bad feedback Seek real time feedback

 

  

Don’t spend vast sums of money Make it easy for customers to provide feedback Leverage technology to aid efforts Share feedback throughout the company Use feedback to make

quick changes

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TARGET !!

“You can’t move a mountain in a day, but you can make it easier to climb by clearing a path.”

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

Questionnaire design is a long process evaluation tool Questionnaires are like any scientific experiment. One does not collect data and then see if they found something interesting. One forms a hypothesis and an experiment that will help prove or disprove the hypothesis. A questionnaire is a powerful

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

Questionnaires allow the collection of

both subjective and objective data through the use of open or closed format questions. 

Modern computers have only made the task of collecting and extracting valuable material more efficient.

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However, a questionnaire is only as good as the questions it contains.

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There are many guidelines that must be met before our questionnaire can be considered a sound research tool



Mindful review and testing is necessary to weed out

minor mistakes that can cause great changes 34

“Questions are the creative acts of intelligence”

QUESTIONS ?????? ??????? 35