CUSTOMER SATISFACTION

Doc. Id No.
QSP-621-01
DATE

Revision
1
PAGE

Quality System
Procedure
QSP- 621-01 Customer Satisfaction
Procedure
Revision No. :
Effective Date:

Page

CUSTOMER SATISFACTION

Doc. Id No.
QSP-621-01
DATE

Revision
1
PAGE

1. Purpose
This procedure defines the methods that will be employed to assess customer satisfaction to
determine that PT BMI services are meeting expectations of customers. This pertains to all of our
common customer service areas to determine levels with the quality of PT BMI services and
prioritizing improvements that are most important to its constituents.
2. Scopes
This procedure is responsive to element 6.2 Monitoring, Measuring and Improving of API
Specification Q1 Ninth Edition. This is to assess the level of customer satisfaction by obtaining
input from various sources defined there in. Trends and indicators of satisfaction will be captured
and standardized. Customer satisfaction information will be obtained from customer feedback by
analyzing responses to:

Repeat customers and market share

Analysis and customer complaints and customer satisfaction survey

Growth in Demand

Timely Care

3. Responsibility
a)

Management Representative

Responsible for establishing timely surveys to assure that appropriate customer

satisfaction data is captured and analyzed to assess the quality of the products and
services.

b)

Sales and Marketing Head

Responsible for assessing customer satisfaction for the common areas in which
customers interaction occurs in their assigned areas of responsibility
Page

CUSTOMER SATISFACTION

Doc. Id No.
QSP-621-01
DATE

Revision
1
PAGE

Responsible for analyzing survey results and proposing improvements in service

methods to address problem areas.

c)

QA/QC Manager

Identify the root causes of customer complaints

Initiate corrective action to eliminate or reduce the causes of customer complaints

Analyze customer satisfaction data and determine trends

Gather and collate customer Satisfaction data

4. Process
4.1 Customer Satisfaction Surveys
The department heads conducts customer satisfaction surveys, using the PT BMI Customer
Satisfaction Survey Form.
a) A customer satisfaction survey form is sent to the clients at regular intervals.
b) If a customer does not respond within four weeks (4 wks.), a follow-up telephone
call is made, if appropriate and a verbal survey is conducted.
c) The results of customer satisfaction data will be used to determine conclusions on
the quality service.
d) Customer Satisfaction data is analyzed by the Sales and Marketing Manager to
determine trends.
e) The findings are reported to management quarterly and presented at management
review meetings.
f) The validity and objectivity of the survey data are ensured through through the
following methods:
i.

Validity of a standard questionnaire and rating system

ii.

Randomly conducted follow-up surveys

iii.

Comparisons of customers surveys to other customer satisfaction and/or

dissatisfactions indicators such as complaints.
Page

CUSTOMER SATISFACTION

Doc. Id No.
QSP-621-01
DATE

Revision
1
PAGE

4.2 Customer Feedback

Customer complaints, spontaneous feedback on satisfaction and other unsolicited customer
feedback are collected using Customer feedback form or Visitor Feedback Form and processed by
Sales and Marketing Manager.
a) Customer feedback is recorded and categorized to aid data analysis
b) The level of customer satisfaction is scored
c) Customer feedback data is compiled by Sales and Marketing Manager
d) Customer feedback data is analyzed and reviewed by Sales and Marketing Manager
e) Where an Customer Feedback Form has been received , this will process under the control
of Non-Conformances procedure facilitated by QA/QC Manager.
f) The findings are reported to management quarterly and presented at management review
meetings.
4.3 Customer Data Analysis
The results are reviewed and approved by the Quality Management Representative and presented
at management review meetings. The Sales and Marketing Manager will analyze data to
determine:
a) Repeat customers
b) Customer referrals
c) Market share
4.4 Management Review
The Sales and Manager presents summaries of customer feedback and complaints. The analysis
and customer satisfaction report includes:
a) % satisfied customers
b) % dissatisfied customers
c) Customer acquisition, retention and defection
Page

CUSTOMER SATISFACTION

Doc. Id No.
QSP-621-01
DATE

Revision
1
PAGE

d) Cost of customer claims

e) Repeat business volume
f) Trends, comparison and benchmarking
4.5 Customer Satisfaction Survey Process Map
Completion of
BMI/Regular Interval

Quality of Service
Form/Visitor Feedback

BMI Clients/representative/visitor
completes satisfaction
survey/feedback forms

Data Analysis

Objectives

NO

BMI Clients or their

representative,
visitors

Support to Complete

Survey returns are

analyzed and
satisfaction level
determined

Determine satisfaction
trends against objectives

Report Data and Trends

at Management Review

Page

CUSTOMER SATISFACTION

Doc. Id No.
QSP-621-01
DATE

Revision
1
PAGE

4.6 Customer Complaints & Feedback Process Map

Customer or Other
Complaint about BMI
Service

Add to customer
complaint

Customer Feedback

Investigate nature of
complaint/feedback

Recommendations/
Corrective Action

Provide information on
Results to Customer

Implement Corrective
Actions

Update Customer
Complaint Log

Review effectiveness of
recommendations/
Corrective action

Review
Complaint/feedback
trends

Page