The Customer Satisfaction Procedure AS9100 identifies the steps for obtaining information regarding aerospace customers’ perception as to whether the company’s products and services are meeting their stated (and unstated) requirements. The procedure applies to Customer Service. (10 pages, 1235 words)
Customer Service Representatives should contact customers after the sale to determine their satisfaction with the company’s products and/or services. The company should use information gathered by Customer Service Representatives to make improvements in its products, services, internal operations, and other aspects of the business.
Customer Service Representatives should periodically review and summarize customer feedback, to help the company determine if it is making progress with regard to user satisfaction levels and to identify trends. Customer Service Representatives should report on customer feedback at Management Review meetings.
Customer Satisfaction AS9100 Responsibilities:
Customer Service Representatives are responsible for interfacing with the customer after the sale and for monitoring and relating information pertaining to how customers perceive the Company’s ability to satisfy their requirements.
The Senior Onsite Manager is responsible for ensuring that the site’s products and/or services meet or exceeds customer requirements.