Tours D’ Force Quality Operational Procedure

Title: Customer Satisfaction Doc. ID: PP 8.2.1 Rev # 11/30/10 Page 1 of 7

All Tours D’ Force internal controlled documents are electronically maintained in the Quality Standards Master Folder on
the ‘tdfqs1’ and are regularly backed-up. The list of folders and files serves as the master list. The file revision date is the
latest revision date. All printed documents are uncontrolled copies.

Customer Satisfaction

Purpose
The purpose of this procedure is to provide for a system and instructions, and to assign responsibilities for
determining and reporting customer satisfaction.

Application
This procedure applies to servicing, products, delivery, and other activities bearing on customer satisfaction .

Responsibilities
Tours D’ Force Sales Support

Procedure
Source of information
Information and data on customer satisfaction are acquired from customer feedback and by analyzing customer
behavior, to include:
 Customer complaints,
 Spontaneous expressions of customer satisfaction and other feedback,
 Customer satisfaction surveys
The general scope, methods, and program for collecting customer satisfaction data and information are
defined in this procedure. However, the program may be periodically adjusted to account for status and
importance of customer satisfaction with respect to particular aspects; or in response to new product or
service launches, marketing campaigns, and changing priorities.
 Tours D’ Force Quality Operational Procedure
Title: Customer Satisfaction Doc. ID: PP 8.2.1 Rev # 11/30/10 Page 2 of 7

All Tours D’ Force internal controlled documents are electronically maintained in the Quality Standards Master Folder on
the ‘tdfqs1’ and are regularly backed-up. The list of folders and files serves as the master list. The file revision date is the
latest revision date. All printed documents are uncontrolled copies.

Customer feedback and complaints

Customer complaints, spontaneous expressions of satisfaction, and other unsolicited customer feedback are
collected and processed by Tours D’ Force. These activities are defined in Operational Procedure PP7.2.3,
Customer Feedback and Complaints.
Customer feedback and complaints are classified into various categories to help with statistical processing of
the data for determining customer satisfaction. The categories are defined in Customer Feedback and
Complaints procedure PP7.2.3.
The resulting data is periodically compiled and analyzed by Tours D’ Force. Ratings are a direct expression of
customer satisfaction or dissatisfaction, they are considered as one of the most important inputs into
determining customer satisfaction.

Customer satisfaction surveys

Tours D’ Force utilizes Customer Satisfaction Evaluations for a measure of the customer’s perception of the
work we do. While a job may meet all the requirements of the criteria specified, aesthetics, cycle time, and
performance to the service level agreed, knowing how the customer actually feels about the work and the way
in which it was accomplished provides a baseline for continuous improvement. We encourage our customer
to give detailed feedback so we may better determine our own strengths and immediately address any
inconsistencies that may present themselves.
A survey form is sent to customers for this purpose. If a customer does not respond within four weeks, a
follow up telephone call is made and a verbal survey is conducted.
Survey questionnaires are designed to address different aspects of products and services that may contribute
to customer satisfaction or dissatisfaction. When appropriate, questionnaires are coordinated with categories
used for classifying customer feedback (refer to Operational Procedure PP 7.2.3, Customer Feedback and
Complaints).
Tours D’ Force compiles and analyzes customer satisfaction surveys, and combines the results with other
customer satisfaction data for compatible aspects of products and services.
(Refer to Virtual Tour Survey below)
 Tours D’ Force Quality Operational Procedure
Title: Customer Staisfaction Doc. ID: PP 8.2.1 Rev # 11/30/10 Page 3 of 7

All Tours D’ Force internal controlled documents are electronically maintained in the Quality Standards Master Folder
on the ‘tdfqs1’ and are regularly backed-up. The list of folders and files serves as the master list. The file revision
date is the latest revision date. All printed documents are uncontrolled copies.

VIRTUAL TOUR SURVEY

Name (optional):
Company (optional):

For each statement below, circle the number to the right

that best fits your agreement with the statement.

Scale of Agreement
Statement
Strongly Somewhat Somewhat Strongly
Neutral
Disagree Disagree Agree Agree

The overall quality of the virtual tour is important to

me 1 2 3 4 5

Virtual Tours are an important part of my overall

marketing plan 1 2 3 4 5

Virtual Tour CDs are an important part of the virtual

tour package 1 2 3 4 5

MLS and advertising photos are an important part

of the virtual tour package 1 2 3 4 5

Periodic contact from my virtual tour provider is

important to me 1 2 3 4 5

It is important for me to be able to easily schedule

my virtual tour appointment 1 2 3 4 5

Virtual Tours help me in my marketing efforts

1 2 3 4 5

I believe that Tours D’ Force virtual tours are of high

quality 1 2 3 4 5
 Tours D’ Force Quality Operational Procedure
Title: Customer Satisfaction Doc. ID: PP 8.2.1 Rev # 11/30/10 Page 4 of 7

All Tours D’ Force internal controlled documents are electronically maintained in the Quality Standards Master Folder on
the ‘tdfqs1’ and are regularly backed-up. The list of folders and files serves as the master list. The file revision date is the
latest revision date. All printed documents are uncontrolled copies.

Virtual Tour Survey Continued:

Tours D’ Force is responsive to my photographic

needs 1 2 3 4 5

Tours D’ Force is genuinely interested in my success

1 2 3 4 5

Tours D’ Force has very good turnaround time

1 2 3 4 5

Tours D’ Force emphasis quality in the services that

they provide me 1 2 3 4 5

I use still photos provided on the Marketing Photos

CD for my MLS listing 1 2 3 4 5

I use still photos provided on the Marketing Photos

CD for my print advertising 1 2 3 4 5

I would like my Marketing Photos to be available to

me within one business day of the photos being
1 2 3 4 5
taken

I receive the Virtual Tour Monthly Newsletter 1 2 3 4 5

Scale of Agreement
Statement
Strongly Somewhat Somewhat Strongly
Neutral
Disagree Disagree Agree Agree

I find that the Virtual Tour monthly newsletter has

information that is valuable to me 1 2 3 4 5

It is easy to schedule my virtual tour appointment

with Tours D’ Force 1 2 3 4 5

I will be happy to participate in future surveys

1 2 3 4 5
 Tours D’ Force Quality Operational Procedure
Title: Customer Satisfaction Doc. ID: PP 8.2.1 Rev # 11/30/10 Page 5 of 7

All Tours D’ Force internal controlled documents are electronically maintained in the Quality Standards Master Folder on
the ‘tdfqs1’ and are regularly backed-up. The list of folders and files serves as the master list. The file revision date is the
latest revision date. All printed documents are uncontrolled copies.

Virtual Tour Survey Continued:

Time Period in Days or Weeks

Question Greater
1 2 3 4
Than 4

When I call for a virtual tour appointment I would

like my provider to be available on-site within ____
1 2 3 4 5
days

After being on-site a turnaround time of ____ days

is reasonable for the tour to be ready 1 2 3 4 5

After being on-site a turnaround time of ____ days

is reasonable for the still photos to be available to
1 2 3 4 5
me

I would like to be contacted every ____ week(s) by

my virtual tour provider 1 2 3 4 5

Please Circle Your Answer(s)

Question

I prefer to be contacted by ______ regarding new

virtual tour offers (Please Choose One or More
Person Phone Email Mail Other
Answers)

How do you advertise that you have a virtual tour

on your listings (Please Choose One or More
Web Site Email Flyer Direct Mail Newspaper
Answers)

____ % of my home listings have virtual tours 75 –

<25% 25 – 50% 50 – 75% 100%
100%

____ % of my condominium listings have virtual

75 –
tours <25% 25 – 50% 50 – 75% 100%
100%
 Tours D’ Force Quality Operational Procedure
Title: Customer Satisfaction Doc. ID: PP 8.2.1 Rev # 11/30/10 Page 6 of 7
All Tours D’ Force internal controlled documents are electronically maintained in the Quality Standards Master Folder on
the ‘tdfqs1’ and are regularly backed-up. The list of folders and files serves as the master list. The file revision date is the
latest revision date. All printed documents are uncontrolled copies.

Virtual Tour Survey Continued:

____ % of my lot listings have virtual tours 75 –

<25% 25 – 50% 50 – 75% 100%
100%

In the future I would like to see Tours

D’ Force provide the following
photographic services

In the future I would like to see Tours

D’ Force provide the following real
estate focused services

Over the next year I plan on purchasing _____ virtual tours for my listings

Thank you for participating in our survey!

Tours D’ Force
109 Carpenter Avenue, Blissfield, MI 49228
P: 517.486.4209 • E: hal@toursdforce.com • W: www.toursdforce.com

Analysis of results
Tours D’ Force assembles, integrates, and analyzes all customer satisfaction data collected from various
sources and pertaining to different aspects of company’s products and services.
Attained customer satisfaction levels in all aspects are compared with results from previous years and to
projections for the current year. When relevant, and when such data is available, the attained customer
satisfaction levels are also compared with those of competitors and other companies within and outside the
virtual tour industry.
Tours D’ Force looks to reasons for success or failures in reaching customer satisfaction objectives, and
provides insights for setting new objectives for the coming year.
 Tours D’ Force Quality Operational Procedure
Title: Customer Satisfaction Doc. ID: PP 8.2.1 Rev # 11/30/10 Page 7 of 7
All Tours D’ Force internal controlled documents are electronically maintained in the Quality Standards Master Folder on
the ‘tdfqs1’ and are regularly backed-up. The list of folders and files serves as the master list. The file revision date is the
latest revision date. All printed documents are uncontrolled copies.

Associated Documentation
 Quality Policy PQ 5.2: Customer Focus
 Operational Procedures PP 7.2.3: Customer Feedback and Complaints

Author: Owner/Operator of Tours D’ Force Approval: Authorized by: Hal Holubik Implementation Date: 11/30/10
Hal Holubik
Hard Copies are not controlled
Printed:
ISO Doc. # PP 8.2.1 Customer Satisfaction Copyright  2010 Tours D’ Force Group