1. Customer satisfaction Magnus Holmgren

2. Background SP group All companies in the SP group perform some sort of customer satisfaction investigation All have some common questions in the questionnaire which make benchmarking activities within the group possible

3. The ”normal” questionnaire Distributed to customers (invoiced, important etc.) Possible to answer in different ways: on paper, on web and via e- mail. 18 questions are coming back 1-2 year Sent out by mail and by e-mail Grades: between 1 and 6, N/A Answering %: 35-55% History 20 years Importance of questions Foreseen results

4. SP’s customer satisfaction questionnaire 1.How where you treated by the SP staff 2.Keep agreements 3.General service mindfulness 4.Information about prices 5.Information about delivery times 6.The SP switchboard (waiting time before answer, wrong connections etc.) 7.Availability of searched staff 8.Answers on telephone messages 9.The technical competence of the SP staff 10.The technical equipment of the laboratory 11.The willingness within the SP staff for cooperation with the customer

5. SP’s customer satisfaction questionnaire 12. Was the quotation/acceptance of order clear concerning the wide of the assignment, price and delivery time 13. Information about how changes in the assignment during on-going work will affect price and/or delivery time 14. The reports (design and understandability) 15. Did our work fulfil your expectations 16. SP’s delivery times 17. Was our work worth its price

6. Other measures After every project, training course or visit In project meetings and groups Telephone interviews Telephone behaviour investigation Hearings Member clubs Customer days Research/branch councils

7. Thoughts for the future Moore contacts with research foundations etc. Use the homepage Measuring delivery times and precisions Other media