Example of documentation template for Customer Satisfaction Measurement Process in IATF

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1.0 Process Approach for Customer Satisfaction Measurement Process

2.0 Turtle Diagram of Customer Satisfaction Measurement Process

3.0 CUSTOMER ASSESSMENT SCHEDULE

    SR.NO  NAME OF THE CUSTOMER  PARTS BEING SUPPLIED  CUSTOMER SATISFACTION EVALUATED ON  NEXT CUSTOMER SATISFACTION EVALUATION DUE ON    REMARKS
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
      
  NOTE:- CUSTOMER SATISFACTION  EVALUATION TO BE CARRIED ONCE IN A YEAR

4.0   Customer Satisfaction Assessment Form

Customer Name :   Period Under Review:  
  Sl. #  Criteria DescriptionRating  Comments (If any)
12345
Dissatisfied   Fully Satisfied
1Quality
1.1Consistency in Product Quality to meet specified requirement / needs      
a)Chemical Properties      
b)Mechanical Properties      
c)Dimensional      
d)Draw Ability      
e)Appearance      
f)Product Performance      
1.2Knowledge about the products being supplied      
1.3Response time for attending quality problems and timely corrective action taken for avoiding recurrences      
1.4Line Disruptions / Stoppage due to Quality / Delivery problems      
1.5Field Returns / Warranty Issues      
1.6Supplies are mostly cleared for direct use      
1.7Any Notification / Penalty imposed due to Quality / Delivery Problems      
2Cost
2.1Fair pricing / transparency in dealings      
2.2Competitive prices and minor inflation’s absorbed through productivity      
3Delivery
3.1Supplies are made as per customer releases      
3.2Products supplied as per agreed packing norms.      
3.3Supplies are properly identified.      
3.4Defective supplies/ rejections are negligible.      
3.5Response to customer’s production schedule changes      
3.6Correctness of documentation.      
3.7Timely receipt of documentation      
3.8Timely information (Delivery status)      
3.9Premium freight paid if any      
4Management
4.1Supports customer’s vision and goal      
4.2Solution oriented approach      
4.3Attitudes of our employees to your needs      
4.4Accessibility of key personnel      
4.5Positive management attitude to your needs      
5Any other, (Please specify)RANK
 A (Top )BCDE (Poor ) 
6How do you rank Our Company as compared to other similar Suppliers?      
6.1If our rank as is lower, please suggest areas for improvements 
7Any other suggestions? 
Kindly specify any Specific Dis-satisfaction Indicators or Improvements required by you
Dis-satisfaction Indicators (Suggested by Customers)Dis-satisfaction Indicators observed above (If no indicators are suggested by Customer )
  
Signature:Name: Andrew Wilson
Date: 06/04/2019Designation: Quality Lead Tech
Thanks  you for sparing your valuable time

5.0 Internal Assessment For Customer Satisfaction

Customer Name  : —        Assessment  Year :-
  S.No.  Criteria Description  APR  MAY  JUN  JUL  AUG  SEP  OCT  NOV  DEC  JAN  FEB  MAR
  1Total No of lots Supplied            
  2No. of complaints in supplied lots (Q.A)            
  3No of lots with less quantity  supplied from schedule            
  4No. of lot supplied after scheduled delivery            
  5No. of lot supplied at premium freight            
  6Internal Customer Satisfation Index 
  Formula : 100- (0.2*Less qty. supplied from schedule +0.3No. Of lot supplied delay + 0.2 * No. of complaints in supplied lots + 0.2 lots rejected internaly of respective customer + 0.1 * No. of lot supplied at premium freight.

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