11-顾客满意度调查控制程序procedure-of-customer-satisfaction-survey-control.docVIP

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： Path\File name: G:\Shared\ISO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 latest version on the server before you use it Drafted by 起草 Reviewed/Approved by 审核/批准 体系推行小组 Date/日期：2016-07-01 Date/日期：2016-07-01 目的Objective 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. 范围Scopes 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 satisfaction of company. 职责Responsibilities 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. 程序Procedure 调查对象、时间和频次Respondents, time and frequency 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 issued by 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 out at least once in a year. The time is confirmed 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% 客户满意分析方法Customers satisfactory analytical method 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