In previous posts, we discussed the benefits of ISO regarding quality management and regulatory requirements related to products and/or services. But did you know ISO compliance can boost customer satisfaction? Well, it can!
Companies both large and small have benefited from ISO compliance. First, by saying what they do. Second, by doing what they say. Then, by improving what they do in ways that cut costs and create efficiencies. In our competitive world, approaching process improvement this way is essential, not just nice to have. And, by deploying better processes, you’ll get the significant extra benefit of improved customer satisfaction – so, better quality, lower cost, more knowledgeable customer service, better information visibility, happier customers. Here's how to go about getting those things.
Start by getting the right information – right in your ERP system.
Customer insights allow you to build real-life experiences into processes. If you know your customers, you can design quality right into your processes, which means that your products and services meet or exceed expectations while demonstrating:
- Quality and reliability
- Consistency in service delivery
- Accurate and timely information
Under the ISO umbrella, organizations have flexibility regarding the indicators and rating scales they choose. However, you should consider the following tangible measures when setting up processes:
- Customer satisfaction indicators
- Rates and cycle times for completion
- Details for data collection processes
- Reviews and evaluation of data
- Summaries of data for use in future decision-making
- Actions to improve customer satisfaction feedback
- Definitions of responsibilities and authority
- Details of follow-up processes and actions
Customer Satisfaction Trends
It’s also important to monitor trends in your customer satisfaction indicators and use them for continual improvement. This will ensure that customer satisfaction rates remain high as well as lead to increased customer loyalty and even additional revenue. Newer ERP systems have dashboards and workspace information readily available to facilitate this need; such technologies have replaced traditional reporting systems for disseminating information within organizations. With automation, dashboards are faster, real time, and more visible than predecessors like Crystal reports. They’ll tell you how you’re meeting customer expectations!
Is your organization seeking ISO compliance or process improvement? Do you want ISO and customer satisfaction? Would enabling ERP technologies help you in this quest? The experts at Acuity would love to help you implement strategies for measuring customer satisfaction through ERP! Contact us today for more information.