Customer satisfaction is a measure of how products and services supplied by a company meet or exceed customer expectation. It is driven by the quality of the product or services, the meeting of delivery expectations, and user- friendly business practices. These touch points contribute to the customer's satisfaction, and businesses should strive to make to make the order- to- invoicing process seamless. Within organizations, customer satisfaction ratings can have powerful effects. They focus employees on the importance of fulfilling customers’ expectations. Furthermore, when these ratings dip, they warn of problems that can affect sales and profitability. It is essential for businesses to effectively manage customer satisfaction.
Brooks has extensive experience in the development of quality systems to ensure customer satisfaction. The key to improving customer satisfaction is to implement a system that will measure and track the performance of the key customer touch points such as quality, on time delivery, and billing errors. The system will also monitor potential opportunities to help customers such as order quantities, shipped quantities, and lead times, which can be used to help reduce costs both internally and for the customer. These opportunity indicators provide your sales force with powerful information that can be used to match order sizes with truckload quantities, match order sizes with efficient production runs, quote reasonable delivery dates based on raw material availability. This type of information tracking allows companies to run more efficiently and build long- term partnerships with their customers.
We approach this opportunityby understanding what the customer touch points are in the industry, creating customer scorecards to track performance, and developing internal processes that will identify the reasons for variance to the targets. This continuous improvement process is the back bone for any management system and ensures that management, sales, and customer service are equipped with the right information when interfacing with customers.