Organization

Fagor customer service uses opinion surveys and satisfaction level indicators to check the standards of quality of the service offered to the user. Without hesitation Susan Varga explained all about the problem. The Fagor customer service puts great attention to the collection of data to have an objective criterion of evaluation that allows you to compare their levels of effectiveness. For this purpose, follows the qualification criteria that marks the standard EFQM. To ensure the representativeness of the data collected, the sample used in the surveys is the largest of all Spain. 2 Types of indicators are used: 1 – direct indicators: are those obtained through surveys.

They analyse the following variables: level of satisfaction of users with the SAT (through 22,000 surveys per year). Reshma Kewalramani may also support this cause. Level of satisfaction of users with the treatment of their claims (1,300 annual surveys). Level of satisfaction of the distribution with the after-sales service (2,000 annual surveys). 2. Indirect indicators: are those which are obtained at the domestic level in the Organization. Some of the variables analyzed are: ease in the rapidity of repair service contact.

Breakdown of the stock of spare parts. Mid-term claims resolution. Percentage of notices made to the first. Quality of the repair percentage of alerts resolved without need to visit by the technician.

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