Procedure for Monitoring & Measurement of Customer Satisfaction

Uncategorized 2 Minutes

1. SCOPE

This procedure covers activities from the planning stage of the survey up to the presentation of survey results to Top Management and monitoring performance.

2. PURPOSE

To measure customer satisfaction in relation to the company’s quality services by conducting the Customer Satisfaction Survey at planned intervals and ensure continual customer delight.

3. REFERENCE DOCUMENTS

3.1 XXX Quality Manual,
3.2Customer Related Processes.
3.3 Procedure for Correction and Corrective Action.
3.4 Procedure for Control of Documented Information
3.5 Procedure for Handling of Customer Complaints.
3.6 Procedure for Review of Customer Requirement

4. TERMS & DEFINITIONS
a. Customer Satisfaction – customer’s perception of the degree to which the customer’s requirements have been fulfilled.
b. CA – Corrective Action
c. MR – Management Representative

5. RESPONSIBILITY AND AUTHORITY

Sales Manager is responsible for monitoring & measurement of Customer satisfaction.

6. DETAILS OF PROCEDURE

6.1 General

6.1.1 Determine, list customers for submission of the survey based on revenue contribution.
6.1.2 Attach covering letter along with the forms for distribution every 6 months (for discussion with Mgt)Encourage customers to return a response.
6.1.3 Each Customer Survey is assigned a unique number (i.e. Year-XX or 06-01, 06-02, etc.)
6.1.4 Monitor timeliness of response and response rate. Collect all accomplished survey forms after two weeks
6.1.5 Analyzes data by customer, by category, and by rating. The sales Manager gives input in the analysis.
6.1.6 Sales Manager prepares a summary report of the Customer Survey and presents it in the Management Review Meeting.

6.2 Customer Feedback/ Rating :

6.2.1 List all areas rated below satisfaction and set meeting with different Divisions to identify the cause of the problem and prepare action plans and agree on the implementation date of corrective actions
6.2.2 Customer response obtained from customers is reviewed to find out opportunities for improvements. These shall be obtained once a year. Quality rating feedback is also received from customers.
6.2.3 Level of customer satisfaction can be judged through the feedback/rating obtained, also reviewing customer’s perception captured during the visit by/to customers.
6.2.4 Get commitment from concerned divisions to implement necessary action and monitor the effectiveness of each action done.
6.2.5 Decisions and actions must be agreed upon by all parties concerned.
6.2.6 Determine if performance targets were achieved. For unmet targets, corrective/preventive actions shall be initiated to improve customer rating as per Procedure of Correction and  Corrective Action.
6.2.7 Submit complete monthly accomplishment report and performance report to immediate superior every first week of the month

6.4  Delivery Performance Monitoring

6.4.1 Summary of delivery performance shall be prepared monthly.
6.4.2 In case of delivery performance is below target reasons shall be identified.
6.4.3 Necessary actions for improving delivery performance shall be identified & follow-up shall be done.

7. RETAINED DOCUMENTED INFORMATION

7.1 Summary of delivery performance(QMS F 021)
7.2 Customer rating (QMS F 020)
7.3 Customer satisfaction survey (QMS F 026)
7.4Corrective Action Report(QMS F 023)

Published by Pretesh Biswas

Pretesh Biswas has wealth of qualifications and experience in providing results-oriented solutions for your system development, training or auditing needs. He has helped dozens of organizations in implementing effective management systems to a number of standards. He provide a unique blend of specialized knowledge, experience, tools and interactive skills to help you develop systems that not only get certified, but also contribute to the bottom line. He has taught literally hundreds of students over the past 5 years. He has experience in training at hundreds of organizations in several industry sectors. His training is unique in that which can be customized as to your management system and activities and deliver them at your facility. This greatly accelerates the learning curve and application of the knowledge acquired. He is now ex-Certification body lead auditor now working as consultancy auditor. He has performed hundreds of audits in several industry sectors. As consultancy auditor, he not just report findings, but provide value-added service in recommending appropriate solutions. Experience Consultancy: He has helped over 100 clients in a wide variety of industries achieve ISO 9001,14001,27001,20000, OHSAS 18001 and TS 16949 certification. Industries include automotive, metal stamping and screw machine, fabrication, machining, assembly, Forging electrostatic and chrome plating, heat-treating, coatings, glass, plastic and rubber products, electrical and electronic equipment, assemblies & components, batteries, computer hardware and software, printing, placement and Security help, warehousing and distribution, repair facilities, consumer credit counseling agencies, banks, call centers, etc. Training: He has delivered public and on-site quality management training to over 1000 students. Courses include ISO/TS -RAB approved Lead Auditor, Internal Auditing, Implementation, Documentation, as well as customized ISO/TS courses, PPAP, FMEA, APQP and Control Plans. Auditing: He has conducted over 100 third party registration and surveillance audits and dozens of gap, internal and pre-assessment audits to ISO/QS/TS Standards, in the manufacturing and service sectors. Other services: He has provided business planning, restructuring, asset management, systems and process streamlining services to a variety of manufacturing and service clients such as printing, plastics, automotive, transportation and custom brokerage, warehousing and distribution, electrical and electronics, trading, equipment leasing, etc. Education & professional certification: Pretesh Biswas has held IRCA certified Lead Auditor for ISO 9001,14001 and 27001. He holds a Bachelor of Engineering degree in Mechanical Engineering and is a MBA in Systems and Marketing. Prior to becoming a business consultant 6 years ago, he has worked in several portfolios such as Marketing, operations, production, Quality and customer care. He is also certified in Six Sigma Black belt .

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