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Purpose
To describe the methods adopted for monitoring customer perception about XXX product and
services.
Scope
Addresses the local and export customers of XXX and covers the following :
o Annual Survey of Institutional Customers
o Complaints Analysis
o Meetings with Customers
o Market Survey by a reputed Market Research Agency
Responsibility
The Management Representative is responsible for the effective implementation of this
procedure.
Process Description
#
Activity
Responsibility
1. Annual Survey
1.1 Planning the Survey
1.1.1
MR
MR
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MR
(refer
Annexure
and
Annexure # 2 as a sample ).
1.1.4
MR
MR
MR
00
MR
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INTEGRATED MANAGEMENT SYSTEM
(i.e.
customers
who
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contribute
MR
MR
MR
who
review
the
report
for
to
address
the
concerns
of
the
by
the
Vice
Chairman
for
their
00
MR
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effectiveness.
2. Complaint Analysis
2.1
Customer
complaints
data
is
analysed
on
MR
and
MR
The
corrective/preventive
actions
The
GSM
regularly
meet
with
the
key
GSM
Corrective/Preventive
improvement
applicable
projects
and
their
actions
are
and/or
identified
as
implementation
is
00
GSM
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monitored.
4. Market Survey
4.1
VC
out
Market
customers
Survey
perception
to
about
determine
AL
Raffas
preferences,
new
trends,
market
potential etc.
4.2
An
action
plan
consultation
with
the
is
drawn
Chairman
up
VC
in
and
implementation is monitored.
5. Continual Improvement
5.1
MR
00
MR
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Metrics
#
Measure
1.
Customer
Satisfaction Score
Definition
Target
Records
#
Record
Responsibility
1.
2.
MR
3.
MR
4.
MR
5.
GSM
6.
Vice Chairman
Annexures
1.
2.
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Performance Feedback
2. Please provide us your
feedback on our performance
to the various questions on
product/service and delivery
given below
Bad
Poor
Good
(1)
(2)
(3)
Very Excelle
Good
nt
(4)
(5)
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and resolved?
Comments
Please provide us with any other comments/suggestions that you feel will
help us improve our product and services.
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Dear Sir/Madam,
After Compliments,
In keeping with our mission and quality policy of providing our customers
with quality products and service, we would like to solicit your views on the
performance of our products and services.
We request you to spend a few minutes to complete the questionnaire and
provide us with your valuable feedback. We believe that your feedback will
go a long way in continually improving our products & services and
maintaining a long term mutually beneficial relationship with you & your
organisation.
Thanking you,
Yours sincerely,
<Name>
Chairman