Customer satisfaction index

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Pradatec is appling a Quality System which, among other requests, require a customer satisfaction monitoring (important request for ISO 9001 in point 9.1.2).

The term “customer satisfaction” indicates the extent to which the products and services provided by Pradatec have satisfied our customers.

The primary objective is to identify what the end customer wants, what are the implicit, explicit and latent needs, the elements of evaluation and judgment of the quality of the product / service offered.

The following model is therefore proposed which is able to oversee the main steps that determine customer satisfaction; the model identifies four areas that can be defined:

• Contacts with Pradatec: the contacts between the client and the staff of Pradatec are judged in this section. The quality of the service is judged on the basis of the listed voices and importance given to the single voices by the client.
• Quality of the work performed: the reference is based on the product or service performed. The scope is to identify the final satisfaction of the customer on what the company Pradatec has delivered with reference to the customer’s offer, to his requests and his expectations. In this section we define whether the company standards offered reflect the commitments that the company has taken with the customer.
• Claims – Non-Compliance: this section shall therefore be filled in only if claims and / or non-compliance (with consequent corrective actions) was occured. The customer is asked to evaluate whether the claim concerns a minimum part of the product or service offered or on the contrary the whole. If a Non Conformity was opened, the client is asked to evaluate the exstension of the Non Conformity on the job (minimum, partial or total). Finally a judgment on the corrective actions taken by Pradatec is asked.

Administrative contacts: the reference moves within the administration. The goal is to identify the level of customer satisfaction of the administrative department. The performance evaluation of the offered service, in based on the customer’s expectation and on the importance of this part of service compared to the whole job.