At the time of sale or shortly after, the salesperson should complete the Customer Satisfaction Survey Template and address the business reply envelope. If no contact person is listed, the survey should be sent to the person in charge of the department that purchased the product. The salesperson should place the SL1080-1 CUSTOMER SATISFACTION SURVEY and envelope in a “tickler” file, so that it is mailed out no sooner than 90 days and no later than 120 days after shipment. This should allow the customer sufficient time to use the equipment, experience any problems, and determine its ultimate level of satisfaction with the product or service.
When a SL1080-1 is returned, route it to the Director of Quality Assurance for review and comments. The QA Director should forward the original survey to Customer Service for possible further action. Customer Service should forward a copy of to all affected department managers (e.g., Manufacturing, Purchasing) for their review. Affected department managers should determine if improvements in their operational or design areas are required.
The Customer Service Manager should meet periodically with the Sales, Marketing, and Quality Managers to review historical information from the Customer Satisfaction Survey and determine if the survey is continuing to provide useful (actionable) information and if additional information may be needed. Based on the review, the Customer Service Manager should ensure revisions are made, as needed. The Customer Service Manager should ensure that Customer Service Representatives (CSRs) are trained on the revised form.