Management Consulting and Training - International Management Technologies, Inc.
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Customer Satisfaction
-- Background --
The result of delivering a product or service that meets customer requirements.
Reprinted with permission from Quality Progress magazine.
© 2002 American Society for Quality
-- With C3 Inside --
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Customer satisfaction and shared success is the ultimate purpose for using the C3 system. Satisfying customers is dependent on succinctly and reliably answering four C3 key questions:
- What is the product?
- Who are its customers?
- What do the customers want?
- How satisfied are they?
It’s probably just chance that the C3 DVD program, Lawton text and several IMT courses (see Products in Glossary and C3U) are designed to answer these questions. It is very important to understand that answering question #4 is dependent on answering the other questions first, in the order shown. If we can’t define our product, identification of customers is impossible. We can then uncover what customers (especially end-users) want. These wants may not be what they “require”, specify, need or expect. Those wants can be organized along the four dimensions shown above the line in 8 Dimensions. Before we seek to find out how satisfied they are, C3 points us toward the product’s design characteristics we should build in. Then we can assess how satisfied customers are regarding these three kinds of wants or expectations:
- Performance
- Perception
- Outcome
It is this point that surveys can be effective tools.
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"Creating a Customer-Centered Culture", the Customer-Centered Culture (C3) Model, the C3 logo and the 8 Dimensions Model are service marks or registered trademarks of International Management Technologies, Inc.
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