Customer Feed Back Sop

1.
0 Objective
To lay down a procedure for collecting views of the customers about the
Sales Services of the company and also for obtaining suggestions of the
customers for future improvement.
2.0 Scope
This standard operating procedure shall is applicable to the Sales Department

for obtaining periodic feedback from the customers regarding the Sales
Services.
3.0 Responsibility
3.1 It shall be the responsibility and accountability of the concerned persons

of the Sales Department to comply with the procedure laid down in this SOP.
3.2 The Q.A. Department shall be responsible and accountable for the
distribution of the controlled copies
4.0 Accountability
4.1 Head Sales and Head QA shall be accountable for implementation of this
SOP.
5.0 Abbreviations and Definitions
SOP : Standard Operating Procedure
QA : Quality Assurance
G.M.P : Good Manufacturing Practices
FG : Finished Goods
WHO : World Health Organization
ISO : International Organization for

Standardization
6.0 Procedure
6.1 The Sales department shall make every effort to promptly supply the
products manufactured by the company to the full satisfaction of the
customers in respect of quality and packing of the products.
6.2 Periodically information’s shall also be obtained from the field staff.
6.3 The concerned persons of the Sales Department shall give due
consideration to the information’s received from the customers and the field
staff and the same shall be rectified at the earliest as far as possible.
6.4 To obtain feed-back from the customers the Sales Department shall
prepare a list of distributors to whom company products are sold.
6.5 The Sales Department shall send a circular to all the distributors to get
feedback in the respect of the Sales Services provided by the company. They
shall also be requested to send their suggestions, if any, for future
improvement.
6.6 Along with the circular, Customers Satisfaction Format (Annexure-I) shall
be sent to each customer
(distributor) on which the customers shall send their remarks about the Sales
Services provided by the company.
6.7 The customer’s satisfaction shall be based on the marks awarded by the
customers to the company in respect to the Sales Services. There shall be a
gradation of the quality of Sales Services such as Excellent, Very Good, Good
and Poor which shall carry the marks of 4, 3, 2 and 0 respectively.
6.8 After the receipt of the feedback of the customers and suggestions for
the improvement, if any, the Sales Department shall take necessary actions
for removing the deficiencies in the services, if any, and appropriate action
shall also be taken regarding the suggestions of the customers for future
improvement.
6.9 It shall be the responsibility of the Sales Department to ensure good

quality Sales Services so as no customer awards customers’ satisfaction
marks less than 10 points out of 20 marks.
6.10 The customer’s feedback about the Sales Services rendered by the
company shall be obtained once a year.
7.0 Forms and Records (Annexures)
7.1 Customers Satisfaction Form – Annexure-I
8.0 Distribution
8.1 Master copy – Quality Assurance
8.2 Controlled copies – Quality Assurance, Production, Quality Control,

Stores
9.0 History
Revision
Date Reason for Revision
Number
– – New SOP
Annexure-I
Customers Satisfaction Form
Name of Customer Firm:

_______________________________________________
Address: ______________________________________
GRADATION EXCELLENT V. GOOD GOOD POOR
DESCRIPTION
OF SERVICE MAX. 0 Marks
4 Marks 3 Marks 2 Marks
S.No. MARKS
Promptness of replies regarding

1.
queries
2. Delivery Performance
3. Packing of Products
Adequacy of particulars (Batch

4. No., Exp. Date etc.) on the
invoices and Packing’s.
5. Overall Service Performance
Total Maximum Marks: 20 Marks
Total Marks Awarded by the customer to the company:

__________________ i.e. ________________%
Suggestion for Improvement (if any):
_____________________________________________________________
_______________________
_____________________________________________________________
_______________________
Signature ______________
Name ___________________
Date ______________
Partner or Proprietor ___________________
Stamp ______________
Follow up action by M/s BPRL Private Limited:
_____________________________________________________________
_______________________
_____________________________________________________________
_______________________
(Authorized Signatory)

Customer Feed Back Sop

Uploaded by

Copyright:

Available Formats

Customer Feed Back Sop

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Customer Feed Back Sop

Uploaded by

Copyright:

Available Formats

1.

This standard operating procedure shall is applicable to the Sales Department

3.1 It shall be the responsibility and accountability of the concerned persons

5.0 Abbreviations and Definitions

SOP : Standard Operating Procedure

G.M.P : Good Manufacturing Practices

ISO : International Organization for

6.9 It shall be the responsibility of the Sales Department to ensure good

7.0 Forms and Records (Annexures)

7.1 Customers Satisfaction Form – Annexure-I

8.1 Master copy – Quality Assurance

8.2 Controlled copies – Quality Assurance, Production, Quality Control,

Customers Satisfaction Form

Name of Customer Firm:

GRADATION EXCELLENT V. GOOD GOOD POOR

Promptness of replies regarding

Adequacy of particulars (Batch

5. Overall Service Performance

Total Maximum Marks: 20 Marks

Total Marks Awarded by the customer to the company:

Partner or Proprietor ___________________

Follow up action by M/s BPRL Private Limited:

You might also like