Customer complaint and satisfaction inspection
Customer complaint and satisfaction concern inspection is conducted to verification of customer complaint & satisfaction ratio to identify services requirements.
Customer complaint and satisfaction inspection process is conducted and managed by conducting records from customers for analysis records and identify solutions in line with requirements. the process / procedure is established to process customer feedback and complaints and to measure customer satisfaction, the whole process is conducted by marketing manager for monitoring and controls over activities, conducting feedback and provides solutions in line with requirements. For the conducting whole process receiving all the customer feedback and complaints from customers, processing and communicate with appropriate customers as complaint is given, conducting information and records about customer satisfaction, database such as analysis, reports, charts and concern information. The general processes and sub processes are given as above to needs for processing records and information for managing customer complaint and satisfaction and maintaining customer satisfaction level better.
Customer complaint and satisfaction audit or inspection process is deployed by marketing manager on discussion with management for customer complaints and satisfaction requirements; the improvement process is managed on base of the customer feedback, complaints and other details that mentioned in feedback by customers to managing customer concern requirements, product quality and other requirements. for the managing records for customer complaint and satisfaction level, management is appoint audit team for conducting audit / inspection process for various areas where directly effected to customer satisfaction and product quality, the audit team is maintaining records and formats that used for communicate and reporting for audit is customer complaint and satisfaction inspection checklist, see picture below given as format for education purpose:
Customer complaint and satisfaction inspection / audit are conducted by qualified inspection team, and the team selection and its procedure for inspection is provided by team of marketing to communicate and approvals of procedures by management, the records are maintain and conduct for analysis to achieve targets that improve customer satisfaction, for the conducting customer complaints and customer satisfaction improvement, needs to frequently inspection or as per decided by management, see some points as below indicate how to conducting inspection process are examples as below:
The general requirement is a implementation of effective arrangements for communicating with customers to determine effective management as response of customer feedback and complaints are received for various reasons and issues. The checklist is needs to mentioned and conducting in audit form, the points required to audit as below:
- Is there proper responsibilities are defined for handling customer complaint and what is the procedure for the conducting and further actions on it.
- How the management team of marketing are manage corrective actions and preventive actions for particular complaints / feedback received from customers.
- How the records / documents are managed, is the complaint logbook, particular filling are maintained.
- What are criteria and required customer satisfaction ration to ensure that customers are unhappy or having in trouble with particular product or common issues?
For the managing and implementation of customer satisfaction level, needs to proper monitoring and conducting monitoring information concern customer satisfaction, so it important that management should determine proper method for obtaining and use the information. For the monitoring and implementation of the processes needs to verify by inspection checklist, and the points are needs to verify are type of questions and information are used to determine customer satisfaction which are received from customers, and how this collection are acquire? What is frequency of information gathering? The information collecting from customers are how to manage for further processes like graphic analysis, statistical analysis etc.
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Customer complaint and satisfaction inspection checklist
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