customer satisfaction survey introduction
DESCRIPTION
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 - PowerPoint PPT PresentationTRANSCRIPT
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
China ： 1 time per year, by the end of every yearOther areas will depend on every region QA or Marketing dept decision
How to send out mail to customer?
Sales person to fill in customer information in QFS
Inform customer by Mail
Step1--- Login in QFS
Enter into 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,
Step1--- Login in QFS
Enter into 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
Click “Work” and select “Quality Feedback System”
Step2---Enter Customer Satisfaction Survey Select Customer Satisfaction Survey in ‘Quality & Other Services’ quality section
Step2---Enter Customer Satisfaction Survey Select Customer Satisfaction Survey in ‘Quality & Other Services’ quality section
Choose the region you belong to and then click
Step3---Send mail automatically Confirm 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
Step3---Send mail automatically Confirm 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
Mail Example
Survey Form
Step4---Customer fill in and send back After customer finish the survey form and click ‘submit’, the result will be recorded into QFS system, and the ‘Appreciation’ display is shown
Step4---Customer fill in and send back After customer finish the survey form and click ‘submit’, the result will be recorded into QFS system, and the ‘Appreciation’ display is shown
How to find survey result?
in QFS system
Find survey result from QFS
Survey Result Find After customer finish survey, system will feedback the result to QFS system, we can get result from “Survey Result ” by area
Survey Result Find After customer finish survey, system will feedback the result to QFS system, we can get result from “Survey Result ” by area
Access Definition for Survey ResultAccess 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/[email protected] Can see customer information
http://www.advantech.com.tw/epc/newsletter/ATW/2009survey/[email protected] Just can see survey result and customer information is invisible
Cause customer information is confidential, so access need to be
controlled
How to fill in corrective action
If survey result is not good
---Under Plan
Fill in corrective action in QFS
Will announce detailed in future, the current
plan is as following,
Require action according to nonconformity items
Action reply and records
Action follow up
Region Schedule
QFSSurvey website expected finish
time
Taiwan OK 2009-5-14
Mainland OK 2009-6-1
Japan OK 2009-6-10
Europe Awaiting confirmation with Bo.Li 2009-6-30
USA Awaiting confirmation with Billy.Cheng 2009-6-30
Progress till now