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To us, customer satisfaction is more than just
a marketing phrase. It’s a category in the performance
criteria against which dealers are assessed for
membership in the Certified Dealer Network.
Here is what the criteria measure and monitor:
- How accurately the dealer understands our customers’
requirements for products and services
- How effectively customer service is managed
and how responsive the dealer is to our customers’
requirements
- How consistently the dealer employs methods
to determine satisfaction levels and gain information
for improvement
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| We
put our performance on the line |
We ensure that certified dealers continuously
measure and improve customer satisfaction levels
by making our Customer Satisfaction Improvement
Program a requirement of certification. A component
of this program is our Customer Satisfaction Survey.
Our Customer Satisfaction Improvement Program is
designed to complement other methods of customer
feedback and help network members use the information
we collect. We accomplish that by:
- Analyzing performance trends from accumulated
data
- Identifying opportunities for improving performance
and adding value
- Managing performance improvement programs
- Recognizing and rewarding performance excellence
and improvement
To maintain certification status, we set minimum
standards for customer satisfaction and establish
targets for performance improvements. We identify
improvement opportunities, formulate action plans,
and monitor and track their effectiveness.
We also recognize dealers with high performance
scores, as well as those that show improvement. |
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put surveys online |
We’ve found the real worth of
the Customer Satisfaction Program is the accumulation
of our customers’ feedback over time and being able
to translate that information into useful analysis
of performance. So we created a web-based tool to
collect the data and make it easy for customers
to enter their feedback and for certified dealers
to review the results.
Since customers enter their feedback directly into
a web-based program, the data is accurate and timely.
The data can be accessed and analyzed at any time.
The web-based tool lets certified dealers monitor
their status, track their progress toward improvement,
and compare their performance to that of other dealers.
And it helps them identify areas in which they can
add value to the services offered to our customers. |
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More Information |
Herman Miller’s Certified Dealer
Network members work together—contributing knowledge,
creativity, and design experience—to make places for
our customers to achieve and sustain their business
goals. |
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Creativity. Experience.
Solutions.
Herman Miller’s Certified Dealer Network. |
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