Frequency relevance analysis

Frequency relevance analysis - With the help of this analysis, problems or complaints from customers can be divided into four categories according to their frequency (frequency: seldom or often) and relevance (importance: low or high). This division can take place in workshops with the service staff and / or with customers as part of a customer parliament. The results of the analysis are summarized in a matrix.

When interpreting the results, it should be noted that complaints can be factual or personal. In the first case it concerns complaints (dissatisfaction with products), in the second case it concerns complaints (dissatisfaction with people). The reasons can be true (objections) or fake (pretexts).

Complaints in the form of objections often contain valuable suggestions for improving products and / or services. So these are opportunities for the company in question to strengthen customer loyalty.

Complaints in the form of pretexts usually mean that the customers later want to obtain a (higher) discount and / or a delay in payment. The increase in such complaints can therefore be a sign of decreasing liquidity and creditworthiness of the customers concerned.

The problems that customers face cannot all be resolved at the same time:

Problems that arise often and are of great importance to customers have the highest priority. Such complaints must be dealt with and resolved immediately. It does not matter whether the problems are objectively important or unimportant. If the subjectively important problems are not solved immediately to the full satisfaction of the customers, they can migrate to the competition and thus endanger the existence of the company.

Serious problems with a low frequency should be investigated for their specific causes and rectified immediately.

Problems with high frequency and low relevance are weak points in routine operation that must be eliminated by the employees concerned as part of the continuous improvement process.

Problems that occur rarely and are of little importance to customers are trivialities. Such complaints can be accepted at least temporarily.

The frequency relevance analysis is a method with which problems of customers can be prioritized after the purchase. The frequency-relevance matrix shows which problems or solutions the company's resources should be concentrated on.

Was the explanation to "Frequency relevance analysis"Helpful? Rate now:

Weitere Erklärungen zu Anfangsbuchstabe "F"