CUSTOMER FEEDBACK SURVEY DATA ANALYSIS

1.

INTRODUCTION 1.1 The Survey The SHT Engineering Sdn. Bhd. hereinafter known as SHT is committed to continuous improvement and to be recognized as a chicken industry machinery company. This survey is one of the key performance indicators of the company and this report presents the findings of the survey. 1.2 Objective The objectives of the survey are: 1. To identify opportunities for improvement from the information gathered from the survey. 2. To provide the indicators to measure and monitor the performance of the SHT over time. 3. To allow customers the opportunity to communicate openly and honestly with the management team of the SHT. The objectives of this report are: 1. To get the response of the SHT Management towards comments and finding acquired from the survey. 2. To use the data to prioritize the continuous improvement initiatives by the SHT. 3. To recommend on areas to improve. 1.3 The Survey Process 1. The Survey Team A team consisting of two Technical Services Executives Siti Nur Khadijah Ariffin and Norazura Ismail. The team was assisted by Ahmed Akmal Bin Abdull Wahid and Nuriswaty Hamzah from the Research & Development Department. 2. Sampling The survey was targeted to the SHT customers. Overall there are 25 customers respond for the survey. 3. Survey Questionnaire The survey questionnaire (Appendix A) forms the core of the customer feedback research. The questionnaires contain 10 questions. The questions are the indicator of satisfaction of the respondents with the SHT, is subdivide into four main criteria/ areas of concern. They are:

1. 2. 3. 4.

Product Quality Courtesy & Responsiveness Delivery Product Knowledge

This questionnaire also houses the question on overall satisfaction. 4. Choice of Responses The choices of responses that respondents may answer on their level of satisfaction on services provided by the SHT are classified as the following table: Choices of Responses Excellent Good Average Fair Poor

5.

Tool used The tool used for this survey: 1. Telephone 2. Microsoft Excel 2010 for the data analysis

2.

OVERVIEW OF FINDINGS The Customer Satisfaction Index The SHT has set the 3.00 index as the customer satisfaction index. This is also the performance achievement baseline or the qualifying indicator of customer satisfaction. The calculation of the satisfaction index is derived from the average point of the satisfaction as a whole as illustrated in the table below. Poor
No. of answer

Fair % 0
No. of answer

Average % 0
No. of answer

Good
No. of answer

Excellent %
No. of answer

% 0.032

% 0.048

Valid Responses 250

Average Point 3.872

230

0.92

12

From the table, the customer satisfaction index is 3.872 (equivalent to satisfaction percentage of 96.8% derived from the sum of the Excellent and Good percentage). This indicates that the SHT has achieved the satisfaction index of over 3.00 for June-Aug 2011. Other criteria/ areas of concern in this survey will be measured against the index 3.00. They will be elaborated upon and explained in the pages that follow.

3.

SPECIFIC RESULTS 3.1 Product Quality The figure below depicts the average point of the Product Quality criteria.

Product Quality
25 20 15 10 5 0 Excellent Good Average Fair Poor

Graph 1: Customer Rate of Product Quality On An Overall Basis The average index is 3.68 (equivalent to satisfaction percentage of 92% derived from the sum of the Excellent and Good percentage). 23 of our customers rate our Product Quality is Good and other 2 customers rate our Product Quality is Average. The customers that rate our Product Quality are average are AS Pelangi Semenyih (B1649) and Norhayati (B1652).

3.2 Management Quality The figure below depicts the average point of the Management Quality criteria.

Management Quality
30 25 20 15 10 5 0 Excellent Good Average Fair Poor

Graph 2(a): Customer Rate For Management Quality

The average index is 4.00 (equivalent to satisfaction percentage of 100% derived from the sum of the Excellent and Good percentage). Only 1 customer rate our Management Quality is Excellent and other 24 customers rate our Management Quality is Good. 3.3 Sales Personnel Quality The figure below depicts the average point of the Sales Personnel Quality criteria.

Sales Personnel Quality

25 20 15 10 5 0 Excellent Good Average Fair Poor

Graph 2(b): Customer Rate For Sales Personnel Quality The average index is 3.84 (equivalent to satisfaction percentage of 96% derived from the sum of the Excellent and Good percentage). Only 1 of our customer rate our Sales Personnel Quality is Excellent, 23 customers rates our Sales Personnel Quality is Good and other rate our Sales Personnel Quality is Average. The customer that rate our Product Quality is average is Hassanmudin (B1659).

3.4 Other Staff Quality The figure below depicts the average point of the Other Staff Quality criteria.

Other Staff Quality

30 25 20 15 10 5 0 Excellent Good Average Fair Poor

Graph 2(c): Customer Rate For Other Staff Quality The average index is 4.00 (equivalent to satisfaction percentage of 100% derived from the sum of the Excellent and Good percentage). All 25 of our customers rate our other Staff Quality is Good. 3.5 Transportation Quality The figure below depicts the average point of the Transportation criteria.

Transportation Quality
30 25 20 15 10 5 0 Excellent Good Average Fair Poor

Graph 2(d): Customer Rate For Transportation Quality The average index is 3.84 (equivalent to satisfaction percentage of 96% derived from the sum of the Excellent and Good percentage). 24 of our customer rate our Transportation

Quality is Good and other customer rates our Transportation Quality is Average. The customer that rate our Product Quality is average is Hassanmudin (B1659). 3.6 Delivery On Time The figure below depicts the average point of the Delivery On Time criteria.

Delivery On Time
20 18 16 14 12 10 8 6 4 2 0 Excellent Good Average Fair Poor

Graph 3(a): Customer Rate For Delivery On Time The average index is 3.68 (equivalent to satisfaction percentage of 92% derived from the sum of the Excellent and Good percentage). 4 of our customers rate our Delivery On Time are Excellent, 19 customers rate our Delivery On Time are Good and 2 customers rates our Delivery On Time are Average. The customers are Mohd Noh (B1690) and Suria (B1654). 3.7 Product Condition

The figure below depicts the average point of the Product Condition criteria.

Product Conditon
20 18 16 14 12 10 8 6 4 2 0 Excellent Good Average Fair Poor

Graph 3(b): Customer Rate For Product Condition Upon Delivery

The average index is 3.68 (equivalent to satisfaction percentage of 92% derived from the sum of the Excellent and Good percentage). 4 of our customers rate our Product Condition upon delivery are Excellent, 19 customers rate our Product Condition upon delivery is Good and 2 customers rate our Product Condition upon delivery is Average. The customers are Mohd Noh (B1690) and AS Pelangi Semenyih (B1649).

3.8 Documentation The figure below depicts the average point of the Documentation criteria.

Documentation
25 20 15 10 5 0 Excellent Good Average Fair Poor

Graph 3(c): Customer Rate For Documentation Upon Delivery The average index is 4.00 (equivalent to satisfaction percentage of 100% derived from the sum of the Excellent and Good percentage). 2 of our customers rate our Documentation upon delivery are Excellent and 23 customers rate our Product Condition upon delivery are Good.

3.9 Product Knowledge The figure below depicts the average point of the Product Knowledge criteria.

Product Knowledge
30 25 20 15 10 5 0 Excellent Good Average Fair Poor

Graph 4: Customer Rate For Sales Personnel Product Knowledge The average index is 4.00 (equivalent to satisfaction percentage of 100% derived from the sum of the Excellent and Good percentage). All 25 of our customers rate our Product Knowledge are Good. 3.9 Overall Quality The figure below depicts the average point of the Overall Quality criteria.

Overall Quality
30 25 20 15 10 5 0 Excellent Good Average Fair Poor

Graph 5: Customer Rate For Sales Personnel Product Knowledge

The average index is 4.00 (equivalent to satisfaction percentage of 100% derived from the sum of the Excellent and Good percentage). All 25 of our customers are satisfied with our Company services and rate our overall qualities are Good.

4.

OPPORTUNITIES FOR IMPROVEMENT & RECOMMENDATION FROM THE SURVEY TEAM 4.1 Overall Survey Findings

When analysing the average index between 4 main areas or 9 criteria of concern, it was found that all 9 criteria exceed the satisfaction index of 3.00. They are as depicted in the figure below.

Comparison of Averaged Points Between The Criteria

4.1 4 3.9 3.8 3.7 3.6 3.5

Graph 6: Customer Rate For Sales Personnel Product Knowledge