ID Doc. No.

SM-CCR-001
CUSTOMER REPORTED PROBLEM / COMPLAINT REPORT Revision No. 1
Effective Date 1/20/2014
Ref No.: CCL-

CUSTOMER INFORMATION

Customer Name:

Customer Address:

Contact Number: Contact Position:

Customer P.O. No.: Invoice Number:

Product Number: Product Description:

CUSTOMER REPORTED PROBLEM / COMPLAINT INFORMATION

Complaint Taken by:

Complaint Date:

Complaint Details:

ROOT CAUSE INFORMATION

Root Cause Identification:

Investigation by: Investigation Date:

CORRECTIVE ACTION

Action to be Taken:

Action Taken by: Date of Completion:

PREVENTIVE ACTION

Action to be Taken:

Action Taken by: Date of Completion:

Prepared by: Checked by: Acknowledged by:

Sales & Marketing Staff Sales & Marketing Supervisor Operation Manager
Date: Date: Date:
 ID Doc. No. SM-CSF-002
CUSTOMER SURVEY FORM Revision No. 1
Effective Date 1/20/2014

Ref No.:CSF-
Name:

Position:

Telephone:

Email:

Company Name:

Company Address:

Date of Survey:

1. How long have you used our products / service?

2. Which of our products / services do you use?

3. How frequently do you purchase

from us?

(Notes: Circle ONE answer per question)

4. How would you rate your
overall satisfaction with us?
(Very Satisfied, Somewhat Satisfied, Neutral, Somewhat Dissatisfied, Very Dissatisfied)

5. How likely is it that you would recommend us to a bussiness partner?

(Very Likely, Somewhat Likely, Neutral, Somewhat Unlikely, Very Unlikely)

6. Please rate us on the following

attributes:
Product (Very Satisfied, Somewhat Satisfied, Neutral, Somewhat Dissatisfied, Very Dissatisfied)

Service (Very Satisfied, Somewhat Satisfied, Neutral, Somewhat Dissatisfied, Very Dissatisfied)

Delivery (Very Satisfied, Somewhat Satisfied, Neutral, Somewhat Dissatisfied, Very Dissatisfied)

7. How important were each of the following attributes in your decision to purchase our product / service?

Quality (Very Important, Somewhat Important, Neutral, Less Important, Not Important)

Service (Very Important, Somewhat Important, Neutral, Less Important, Not Important)

Price (Very Important, Somewhat Important, Neutral, Less Important, Not Important)

Delivery (Very Important, Somewhat Important, Neutral, Less Important, Not Important)

Communication (Very Important, Somewhat Important, Neutral, Less Important, Not Important)
8. How likely are you to continue
doing business with us?
(Very Likely, Somewhat Likely, Neutral, Somewhat Unlikely, Very Unlikely)

9. Do you have any suggestions for improving our products / services?

(Yes, No)
If Yes, Please state:

Assessed by:

Date:
 ID Doc. No. SM-CCL-003
CUSTOMER COMPLAINT LOG Revision No. 1
Effective Date 1/20/2014
Ref No.:CCL-

No. Complaint No. Customer Name Complaint Date Date Received Description Closing Date Remarks

Prepared by: Checked by: Approved by:

Sales & Marketing Staff Sales & Marketing Supervisor Operation Manager
Date: Date: Date: