Measuring Customer Satisfaction in China through Our Voice of the Customer Survey
Our customer opinion survey, Voice of the Customer (VOC), helps us to understand and respond to customer interests, suggestions and expectations.
All business lines in SGS China use a global VOC survey, which is coordinated by the Corporate Quality Assurance team in China. In addition, individual business lines conduct their own tailored dialogue with customers to identify areas of strength and areas for improvement in our work processes, and to ensure effective two-way communications as part of our relationship management approach.
The annual survey, which is usually conducted in the second quarter of the year, covers areas such as quality of service, technical capabilities, turnaround time, administrative support, reporting, satisfaction in queries being dealt with, courtesy and value for money.
With more than  customers participating in the survey, we are able to track improvements in customer satisfaction levels. For example, results compiled in the first three quarters of 2016 indicated a substantial improvement in customer satisfaction when compared to 2015 results.