Thursday, 15 December, 2005
 
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  eNewsletter Issue 06, Highlights:
  • Customer Satisfaction Survey
  • Thoughts On Training ROI
    
       
   

 


Customer Satisfaction Survey
By Jeannie Quek

When I visit restaurants, I have the tendency to pick up the Customer Satisfaction Survey Form if one is being displayed. I believe I am one of the individuals that like to read the list of questionnaires in such feedback forms. At times, when I feel like answering the questions and providing my input, I will complete the form only when I feel the restaurant is worthy of my comments for improvement.
   

RUMAH JAIREH was set up in Batu Arang on the 7th of June 2005.

This home caters to the following needs:-

1) HIV+ women, with or without children, rendered homeless or rejected.
2) HIV+ children made homeless or rejected.
3) Sex workers and female drug addicts.
4) Women and children with special needs who cannot be taken in by other homes or institutions, for some reason or other.

The home is open to all faiths and all races and will also serve as a halfway home until a suitable alternative or home can be found e.g. for unwed mothers. There are 2 experienced caregivers who are on duty round the clock on a rotational basis, with a doctor on standby.

Needs:
Donations in cash and kind are welcomed. Also, work needs to be done to establish the garden e.g. plant fruit trees, medicinal shrubs etc.


Contact Persons:
Dr Lucy
Tel/Fax: - 03-60285292
H/P: - 016 - 2033295
Email: ruthlc@pc.jaring.my
Address: F 1864 Jalan Steysen 48100 Batu Arang
Selangor


  
 
The evaluation system in the Customer Satisfaction Survey is important. If there is an option titled “Neutral”, “Average” or “Satisfactory”, responders will have the tendency to mark this option. This is an indecisive answer which many like to choose without much thoughts and considerations. An ideal evaluation system should have four options, i.e. Excellent, Good, Poor, Very Poor.

Next is the structure of the questionnaire. If the questions are lengthy, complicated and the language used are difficult to understand will discourage customers to respond. In addition, the design and layout can also be a factor on the response rate.

An A5 size leaflet with its front page titled “Your feedback means a lot to us” during a recent visit to a Japanese restaurant caught my attention. Although it was displayed only at the cashier counter, it caught my eyes. The questionnaire was short, precise and structured. The main categories for rating are Food, Service and Ambience. In each main category, it has four to five subcategories that are catchy with just one word. One question which I thought was good and worth mentioning is “How would you rate your overall experience with us?” In my opinion, this is by far one of the best customer satisfaction survey forms which I have come encountered in a restaurant.

At times, observing the response rate based on the number of returned forms in the box provided makes me wonder if such a survey method is really effective. Generally, Malaysians are not proactive in offering feedback. Majority of the customers are reluctant to complete the form unless there is a complaint. It is pointless to have a well designed customer feedback form but receiving a low response rate. In this country, I strongly believe a little “carrot” will help to encourage a higher response rate.

 

      
       
             
                 
   

 

“We do not serve markets, we create them.”

Akio Morita


  
                       
 

A man who was supposed to take over the family’s 400- year-old sake brewing business developed an interest in electronics and sound reproduction. He was a curious young man as he spent most of his time tinkering with various appliances and taking them apart. It was also his curiosity and foresight of the world becoming smaller that lead him to reposition the original name from Tokyo Tsushin Kogyo KK to the global brand name of SONY.

Morita was a popular leader among his people and inspired great loyalty. He had a gentle charisma and a cheerful disposition and a zest for new experiences. He died in 1999 and was hailed as one of the most influential industrialists of the century.

Akio Morita

Founder, SONY

 

 
     
                       
   

Thoughts On Training ROI

You want to conduct training and development programs for your people, but the BOSS wants to see the Training Return On Investment (Training ROI) before he will approve the training, so what do you do?

... More

 

  
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