Abstract
M.Comm.
This study was performed in cooperation with Sasol Technology, Research and
Development. During 2001 Sasol Technology R&D began a restructuring
process in order to cater for the research needs of their customers - the Sasol
Business Units. The primary objective of the study was to determine a baseline
for customer satisfaction within Sasol Technology R&D. The study was done in
the format of a customer satisfaction survey during September and October,
2002.
As customer satisfaction is based on the principles of continuous improvement
this study was complemented with a literature study on the principles and
implementation of service level management. This study also determined
customer priorities, areas and priorities for improvements, R&D's alignment with
BU priorities, and most importantly, set a baseline for future comparison.
Some of the most important findings from this study are; communication which is
the most important area (quality dimension) for Sasol Technology R&D to focus
on in order to improve overall customer satisfaction levels. Communication is
shortly followed by strategic alignment as the quality dimension that will impact
most on the BU's satisfaction levels. It was also found that Sasol Technology
R&D's performance is aligned with the areas that are most important to the Sasol
Business Units. Sasol Technology R&D obtained an overall customer satisfaction
index of 61.6 %. A strong correlation was observed between Sasol Technology
R&D's participation in the strategic sessions of the business units and the
satisfaction levels of the business units. All Sasol Business Units made use of
other technology suppliers in addition to R&D's services in the period prior to this
study.