Why do you measure customer and employee satisfaction? Especially to comply with ISO certification and other quality standards? A missed opportunity! This blog post shows how you can use feedback to improve your business processes and quality.

To measure does not mean to improve

The key to quality improvements is not to gather what is happening, but to steer based on this data. Consider feedback from customers and employees as golden information with which you can continuously and automatically improve quality. Use this data as control information for improving business processes. With modern feedback software, results are immediately translated into priorities for improvement and you can share your insights directly and automatically within the organization.

Four concrete ways to realize quality improvements

  1. The fresher the feedback, the better
  2. Complaints as a starting point for quality improvement
  3. Small measurements, great value
  4. Pinpoint where improvements are necessary

1. The fresher the feedback, the better

By continuously collecting feedback from customers and employees, you can take action quickly if necessary. Forward improvement actions directly to the respective people, so that they can be followed up immediately and thus benefit the quality.

2. Complaints as a starting point for quality improvement

Do not be afraid of complaints: see them as valuable input to improve processes. Is 13% of the customers complaining about delayed deliveries? Then that's where changes need to be made. Positive feedback is often given too little attention, while keeping up what's going right also contributes to quality.

3. Small measurements, great value

Quality measurements come in all shapes and sizes. Sometimes, one simple question is enough... Are you happy about the speed of delivery? Subsequently you can implement quality changes in a quick and targeted manner, and test whether the desired quality improvement has been realized.

4. Pinpoint where improvements are necessary

Which department has been contacted? What is the respective product? Ensure that this information is automatically included in the feedback. It is valuable information for improving specific company processes. 

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How to perform continuous and automated quality measurements? How to make sure that you have insight into the improvement points at a glance? And how to help employees to realize improvements? Download this free e-book to find out.

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