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Customer Satisfaction Index

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Customer Satisfaction Index. Victor M. Tapia-Montano. CQI Specialist ... The Index takes into consideration the sample size, maximum points possible, and ... – PowerPoint PPT presentation

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Title: Customer Satisfaction Index


1
Customer Satisfaction Index
  • Victor M. Tapia-Montano
  • CQI Specialist

2
Definition
  • The Customer Satisfaction Index is the
    quantitative representation of the level of
    satisfaction based on perceptions.
  • The Index takes into consideration the sample
    size, maximum points possible, and points
    obtained.

3
Calculations
  • A weight is assigned to each possible answer
    E5, G4, F3, NI2, VD1
  • The expectation is a perfect score or all
    Excellent, therefore each question has a maximum
    score of 5 and a minimum score of 1.
  • There are 8 questions in the survey, thus 5
    (maximum points) x 8 (questions in the survey)
    40 maximum possible points per survey.
  • The number of surveys collected is multiplied by
    40 (maximum points possible per survey) to obtain
    the maximum score possible.
  • The difference between the maximum score possible
    and the points obtained is the gap.
  • The points obtained is divided by the maximum
    score possible and multiplied by 5, the maximum
    score possible per question.
  • Surveys collected 100
  • Maximum score possible 100x40400
  • Points obtained 300
  • Gap 400-300100 lost points
  • 300/400.75
  • .75X53.75
  • Customer Satisfaction Index is 3.75 out of 5 or
    75.

4
SPC
  • Statistical Process Control is a tool used to
    determine when a process is in or out of control.
  • It uses the mean and range of a sample or
    population to determine the Upper Limit Control
    (ULC) and the Lower Limit Control (LLC).
  • The Lower Limit Control is the floor and the
    Upper Limit Control is the ceiling.
  • A process is in control when a data point is
    within the LLC and the ULC.
  • A process is out of control when a data point is
    consistently outside the LLC and ULC.
  • Action needs to be taken when a process is out of
    control. If action is taken when a system is in
    control, it may cause the process to go out of
    control.

5
Visual Aids
6
The CQI Tools
  • The Survey
  • Data collection
  • Spreadsheets
  • Data analysis
  • Special Software
  • Verification of data analysis spreadsheets
  • Data Base
  • Tracking of qualitative data

7
Proposal
  • Take advantage of knowledge available at the
    Centers.
  • Implement SPC as a statistical tool to
    objectively compare customer satisfaction levels
    per center and County wide.
  • Develop a data collection, analysis, and
    interpretation system to be used system wide.

8
Benefits
  • On time detection of out of control events.
  • Even comparison across Centers using one single
    standard.
  • Improved customer satisfaction

9
Thank you!
  • Northeast San Fernando Valley
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