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    Customer Satisfaction Measurment Procedure

    Uploaded by

    Ankur Gupta
    This procedure manual outlines how an automotive company measures customer satisfaction through various methods, including customer feedback, surveys, and rankings of quality, delivery, communication, and complaint handling. Customers are asked to provide rankings on a scale of 1 to 5 for different performance parameters. The completed surveys are analyzed for feedback and to determine appropriate actions to improve customer satisfaction.

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    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd

    Customer Satisfaction Measurment Procedure

    Uploaded by

    Ankur Gupta
    70 views1 page
    This procedure manual outlines how an automotive company measures customer satisfaction through various methods, including customer feedback, surveys, and rankings of quality, delivery, communication, and complaint handling. Customers are asked to provide rankings on a scale of 1 to 5 for different performance parameters. The completed surveys are analyzed for feedback and to determine appropriate actions to improve customer satisfaction.

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    customer satisfaction measurment procedure

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    customer satisfaction measurment procedure

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    This procedure manual outlines how an automotive company measures customer satisfaction through various methods, including customer feedback, surveys, and rankings of quality, delivery, communication, and complaint handling. Customers are asked to provide rankings on a scale of 1 to 5 for different performance parameters. The completed surveys are analyzed for feedback and to determine appropriate actions to improve customer satisfaction.

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    70 views1 page

    Customer Satisfaction Measurment Procedure

    Uploaded by

    Ankur Gupta
    This procedure manual outlines how an automotive company measures customer satisfaction through various methods, including customer feedback, surveys, and rankings of quality, delivery, communication, and complaint handling. Customers are asked to provide rankings on a scale of 1 to 5 for different performance parameters. The completed surveys are analyzed for feedback and to determine appropriate actions to improve customer satisfaction.

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    of 1

    Procedure Manual Doc. No.

    :Pr-07
    RB Rev. No.: 00
    Subject: Customer satisfaction Eff. Date: 01.01.18
    Automotives Page 1 of 1
    measurement

    1. Objectives
    To monitor customers’ perceptions of the degree to which their needs and expectations have
    been fulfilled
    2. Scope
    All customers
    3. Responsibility
    Proprietor
    4. Methods
    4.1 The organization measure customer satisfaction using following methods:
    a) Customer provided ranking: customer scorecards, customer feedback on delivered
    products and services, meetings with customers, compliments, Warranty claims ,
    Volume of customer returned parts. The record of such rankings/feedbacks is
    provided in customer specified format.
    b) Customer satisfaction survey by organization
    4.2. The organization measures customer satisfaction through a questionnaire based on:
    Quality Performance
    Delivery Performance
    Communication with Customers
    Handling of Finished Goods
    Customer Complaint Handling
    4.3. In the blank questionnaire, for ranking of each parameter, following evaluation criteria is
    defined:
    a) Very poor (1 ranking)
    b) Satisfactory (2 ranking)
    c) Good (3 ranking)
    d) Very good (4 ranking)
    e) Exceptionally good (5 ranking)
    4.4. A blank format (Format No.: F.MKT.01) is sent to the customer for this purpose. The
    filled questionnaire, received from customers, are analyzed for feedback and suitable
    actions are taken.

    5. Reference :
    Nil
    6. Documented Information
    S.No. Title Format No.

    6.1. Customer feedback form F.MKT.01

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