8.2.1 Customer Satisfaction

Purpose

The level of customer satisfaction is one of the indicators of the effectiveness of the Quality Management System. This procedure describes the methods used to capture the information and analyse it.

Procedure

(This document states the generic details of how a business may respond to this requirement.  Your specific response must be completed below in the body of this procedure.  Your use of TKO software may impact upon the nature of the response)

[enter-your-company-name-here] has identified customer satisfaction as being a key indicator of the effectiveness of the Quality Management System.

Customer satisfaction data is sourced in various ways, including;

• customer satisfaction surveys,
• customer data on delivered product quality,
• user opinion surveys,
• lost business analysis,
• compliments,
• warranty claims and
• dealer reports.

[enter-your-company-name-here] clearly identifies customer requirements at the quoting or tendering stage.

When appropriate, customers have the opportunity and are encouraged to monitor the production of the product at specific points in the process.  (delete this paragraph if it doesn’t apply)

At three monthly intervals, the Sales Manager prepares a list of customers to whom feedback requests will be sent.  One week later Sales staff make telephone contact with those customers and actively solicit responses to the feedback request.

The results of this feedback survey are then discussed at the next sales meeting and reported at the next management meeting.  Responses requiring corrective action to be taken will become the subject of CAR Forms and will be processed accordingly.