1 / 14

Customer Satisfaction Survey Introduction

Customer Satisfaction Survey Introduction. Introduction. Purpose Build systematic global customer satisfaction survey to understand well customer requirements and to require internal improvement. Scope Each Sales region by account at rank 150 Opportunity

kedem
Download Presentation

Customer Satisfaction Survey Introduction

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Customer Satisfaction Survey Introduction

  2. Introduction Purpose Build systematic global customer satisfaction survey to understand well customer requirements and to require internal improvement. Scope Each Sales region by account at rank 150 Opportunity China：1 time per year, by the end of every year Other areas will depend on every region QA or Marketing dept decision

  3. Inform customer by Mail How to send out mail to customer? Sales person to fill in customer information in QFS

  4. Step1--- Login inQFSEnterinto Employee Zone of Advantech ( URL: http://employeezone.advantech.com.tw/) and login in with your full mail address such as June.Huang @ advantech.com.cn, If you have forgot your Employee password, please click here, then system will send you password by mail

  5. Click “Work” and select “Quality Feedback System”

  6. Step2---Enter Customer Satisfaction SurveySelect Customer Satisfaction Survey in ‘Quality & Other Services’ quality section Choose the region you belong to and then click

  7. Mail Example • Step3---Send mail automaticallyConfirm customer you want to survey located area select it and you can see below picture, fill in customer’s data and send, and then customer will receive the mail for survey request Survey Form

  8. Step4---Customer fill in and send backAfter customer finish the survey form and click ‘submit’, the result will be recorded into QFS system, and the ‘Appreciation’ display is shown

  9. How to find survey result? in QFS system Find survey result from QFS

  10. Survey Result FindAfter customer finish survey, system will feedback the result to QFS system, we can get result from “Survey Result ” by area

  11. Access Definition for Survey Result Except CQA and each region owner, the other employees only can find out survey result which not include customer information (mail, contact person and telephone) CQA access is set ok by mail address as criteria, each region is under confirmation For example: http://www.advantech.com.tw/epc/newsletter/ATW/2009survey/result.asp?mail=Yongzheng.huang@advantech.com.cn Can see customer information http://www.advantech.com.tw/epc/newsletter/ATW/2009survey/result.asp?mail=taiyi.huang@advantech.com.cn Just can see survey result and customer information is invisible Cause customer information is confidential, so access need to be controlled

  12. How to fill in corrective action If survey result is not good ---Under Plan Fill in corrective action in QFS

  13. Will announce detailed in future, the current • plan is as following, • Require action according to nonconformity items • Action reply and records • Action follow up

  14. Progress till now

More Related