The Customer Satisfaction Survey AS Template helps the company gather valuable feedback and suggestions from the customer. On a monthly basis, Customer Service Representatives should print a sales order report, listing sales orders completed between 90 and 120 days ago. An AS1190-2 CUSTOMER SATISFACTION SURVEY and business reply envelope, addressed to the company’s Quality Assurance department, should be prepared and addressed for each customer listed on the sales order report. If a contact person is not listed, the survey should be sent to the person in charge of the customer’s department that purchased the product.
Waiting 90 days after the sale should allow the customer sufficient time to use the equipment, experience any problems, and determine their level of satisfaction with the product’s performance, quality, and suitability. When a customer returns the Aerospace Customer Satisfaction Survey, the Mail department should promptly route the form to Quality Assurance for review. QA should retain a copy of the AS1190-2 in a master file for statistical analysis and review and forward the original survey to Customer Service Representatives for any immediate action required.
If corrective action is required or if the customer raises concerns about the product/service, Customer Service Representatives should contact the customer by e-mail and/or phone to resolve the situation, including following standard customer complaint handling procedures, where applicable. The completed Customer Satisfaction Survey AS Template should be filed in the customer file and/or logged in the customer database. A copy of the form may be routed to department managers for their review (e.g., to determine if improvements to products or operational or design areas are required).