11顾客满意度调查控制程序ProcedureofCustomerSatisfactionSurveyControl.pdf

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1、顾客满意度调查控制程序顾客满意度调查控制程序Procedure of Customer Satisfaction Survey Control文件编号Series No.：QP-11.2009生效日期 Effective Date:01/07/2016版本/修订Version No.：B/1受控状态 Control Status：PathFile name:G:SharedISO文件2-QEHS体系文件现行版本文件请在使用前核对网上此文件的最新有效版本Please check the latestversion on the serverbefore you use itDrafted by起

2、草体系推行小组Date/日期：2016-07-01Reviewed/Approved by审核/批准Date/日期：2016-07-011 1目的目的 ObjectiveObjective定义客户满意度的衡量和跟踪的方法和频率。It defines measurement and method and the frequency of customer satisfaction.2 2范围范围 ScopesScopes本程序适用于公司的客户满意度的调查。This procedure is suitable for investigations of different customer sat

3、isfaction of company.3 3职责职责 ResponsibilitiesResponsibilities客服部负责对客户的满意程度评价和跟踪，并把信息反馈到总经理。The CS department responsible for the satisfaction to the customer and appraises and follows,and the information feedback to general manager.4 4程序程序 ProcedureProcedure4.1 调查对象、时间和频次 Respondents,time and freque

4、ncy调查对象：客服部对当年有订单，且订单数量不少于 1 吨的客户（包括代理商）发放顾客满意度调查表。Respondents：”Customer satisfaction questionnaire”should be issuedby CS department,to the customers that the order quantity is no less than 1MT in the year,including the agents.对客户满意调查和分析每年安排至少一次，具体时间由客服部确定。Customer satisfaction survey should carry o

5、ut at least once in a year.The time isconfirmed by the CS department.客户满意评审人员由客服部指定The customer satisfaction survey personnel are appointed by the CS department发放的客户满意度调查表回收率在 60%以上。Recovery rate of”Customer satisfaction questionnaire”should above 60%4.2客户满意分析方法 Customers satisfactory analytical met

6、hod以下为选用分析方法时可考虑的因素，在此基础上具体调查及分析方法由客服部决定：The factor that can be considered while selecting the analytical method for use as follows,the investigation and analytical method are decided by CS department on this basis:客户类型 Customer type满意度量化评分 The satisfactory grades实地访谈 Interview on the spot问卷形式 Quest

7、ionnaire form4.3客户满意分析结论 Customers satisfactory analysis conclusion顾客满意度问卷调查表的调查方案和评估，以百分制计算：Investigation Ratings of the Customers Satisfaction Survey are counted upon hundred-mark system:90-100 分 优等，已超出顾客的期望值90-100 scores Excellent-all customers expectations have been exceeded.80-89 分 良等，已达到顾客的要求8

8、0-90 scores Good-all customers expectations have been met.60-79 分 中等，已达到顾客大部分要求但仍有需要改进的地方60-79 scores Middle-most of customers expectations have been met but there is roomfor improvement.60 分以下 差，未能满足顾客的要求Below 60 scores Failure-means that customers expectation have not been met.根据从客户处得到的调查结果，客服部应于每

9、年年底编制，呈交总经理。若公司要求，应向公司相关部门发布。The CS department should gather the investigation result of satisfaction.And writeCustomers satisfactory report,Present to a general manager.If the company requires,should release to the relevant departments of the company.4.4客户答复和纠正措施The customer answers and corrective

10、action对于经客户满意度调查发现的不足之处，客服部应与相关部门沟通，共同编制纠正措施，呈交总经理批准。具体参照纠正措施控制程序执行。The weak point that investigation find by customer satisfaction,the CS department shouldcommunicate with the relevant departments,work out the measure of corrective actiontogether,present to general manager for approve.Refer“procedu

11、re of corrective actioncontrol.纠正措施实施期间或完成后，客服部应在一定周期后对相关客户进行客户满意度跟踪调查以确认客户满意度是否提高。Corrective action finished,the CS department should carry on the follow-up investigationof customer satisfaction to relevant customers in order to confirm whether customersatisfaction is improved after certain cycle.5

12、 5参考文件参考文件 Reference documentsReference documentsQP-18.2009纠正措施控制程序”Procedure of the correct action”6 6相关记录相关记录 Related recordsRelated recordsCS-05客户满意度调查表”Customer satisfaction questionnaire”CS-04客户满意度分析报告”Report of customer satisfaction analysis”修改章节Chapter修改内容Content确定调查对象和回收率 Stipulate the respondent andrecovery rate.删除涉及“项目部”的内容 Delete content that mentioned“the Project department”修改日期Date修改记录RevisionRevision4.12016-7-14.4