A factor in quality: information on client satisfaction/dissatisfaction

Abstract

The interrelation of client satisfaction with quality of service or product produced is brought out in the discussion on the importance to know whether a client (customer) is satisfied or dissatisfied with a company's (contractor's) service or product. Nine factors to be considered in determining client satisfaction or dissatisfaction are discussed. An algorithm is given for determining the client's figure of merit, which gives a means for prioritizing clients to be contacted. The nine factors are types of clients, which includes advantages and disadvantages of clients by class and contact comparisons; criteria for selection of clients to be contacted; the four types of contact and considerations for types to use; those to make the contact; when to contact client; contactor training topics; analysis of results of contact findings; documentation of contacts: and follow-up and follow-through activities. Items concerning the contact plan also are given as well as a sample plan. The paper closes with a set of inferred conclusions. Copyright © 2007 John Wiley & Sons, Ltd.