Original Date: 06/29/1995
Revision Date: 01/18/2007

Wainwright Industries’ External Customer Satisfaction Index survey process produces a key performance indicator to measure how effective the company is to its external customers in communication, delivery, quality, and responsiveness. The index creates a customer focus and enhances quality performance towards the outside customer, defined as a person or company that receives products or services from Wainwright Industries (the supplier).

Wainwright has developed guidelines for this process and uses it with all external customers. Performance data that includes a rating on the level of customer satisfaction toward supplier communication, delivery, quality, and responsiveness is collected from the customer on an evaluation form. The Customer Service Department distributes the evaluation forms to customers, collects the forms and comments, calculates the scores, enters the data in a database, and provides a copy to the Customer Champion. The forms are sent every month to any customers who represent at least 0.5% of the company total sales. Other customers are sent an evaluation form on an as-shipped basis. Each month, customers phone, fax, or mail in their grades. Any score below 95% results in the Customer Champion assembling a cross-functional team which develops an action plan within 48 hours. Customer scores and comments are posted in Wainwright's Mission Control Room for visibility to associates and management.

The External Customer Satisfaction Index survey process provides a sound vehicle for measuring Wainwright’s effectiveness toward its external customers. Scores increased from 84% in 1992 to 97.5% in 1995.

For more information see the Point of Contact for this survey.