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On a monthly basis, the Customer Service Manager should print a sales order report, listing sales orders completed between 90 and 120 days ago. A Customer Satisfaction Survey ISO Template and business reply envelope, addressed to the company’s Quality Assurance department, should be prepared and addressed to 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 department that is using the product. QP1190-2 CUSTOMER SATISFACTION SURVEY covers the model type, hours used per week, questions regarding the service/products, and more.
When a customer returns a Customer Satisfaction Survey ISO Template, the Mail department should promptly route the form to Quality for review. Quality should retain a copy of the survey in a master file for statistical analysis and review, forwarding the original survey to Customer Service Representatives for any immediate action required. The CSR should record conversations, exchanges, and their results on the QP1190-2 CUSTOMER SATISFACTION SURVEY, attaching additional sheets if needed. The completed form should be filed in the customer file or logged in the customer database. A copy of the form may be routed to internal Department managers for their review (e.g., to determine if improvements to products or operational or design areas are required).