Customer Satisfaction Measuring顾客满意度调查程序(中英文).docx

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1、LogoQUALITY SYSTEMPROCEDURE质量体系程序Number文件编号：MC-C5-02Department 部门：AQP项目部Subject文件名称：Customer Satisfaction Measuring Procedure 顾客满意度调查程序Revision 版本:1.0Effective Date 生效日期：2021-1-1Page 1 of 6批准：审核：作成：Change History变更记录,Revision 版本Effective Date生效日期Originator编写人Reasons for Change修改原因1.0 Purpose 目的The p

2、urpose of this procedure is to ensure that customer satisfaction is measured systematically andcertain actions are taken for future improvement.本程序确保针对客户满意度有系统地进行监测，并采取措施积极改进2.0 Scope 范围All customers input and perception on the company, product and service provided.本程序覆盖所有对公司、产品以及服务有所需求的客户。3.0Defini

3、tions 定义None/无4.0Responsibility and authority 职责与权限4.1 AQPdept.项目部：1) is responsible to draw up, send and collect of Customer Satisfaction Survey.负责客户满意度调查表的编制，发出，接收和统计。4.2 Quality dept.质量部:1) is responsible to statistic and inform related responsible department to analyze and takeactions to correct

4、 and improve those unsatisfactory aspects.客户不满意问题的整理，并通知相关责任部门去分析并采取措施纠正提高客户满意度。2) follow-up and verify the effectiveness of actions.负责对措施的跟踪和验证。4.3 Related responsible Dept, in questionnaires.客户满意度调查表中的相关责任部门QuestionnairesInquiryreponseOn timedeliveryCapacitysupportFlexibilityCustomerserviceQuality

5、complaintQualityimprovementTechnicalcustomerserviceResponsible dept.AQPLogisticAQPAQPQualityQualityAQP5.0 Procedure 程序5.1 Customer Satisfaction Management 顾客满意度管理Information and data related to customer satisfaction are acquired from quality performance data and fromcustomer feedback and complaints,

6、 to include one or more of the following：有关顾客满意的信息和数据来自于质量绩效数据和顾客抱怨和反馈，包括下面一项或更多项：a) Delivered part quality performance 交付产品的质量绩效b) Delivery schedule performance 交付及时性绩效c) Customer complaints and feedback 顾客抱怨和反馈d) Customer disruptions and field returns 顾客的中断和返回e) Customer satisfaction surveys 顾客满意调

7、查f) Customer notifications 顾客通告g) Awards and recognitions from customers, associations and consumer groups顾客，团体和消费群体的表彰和承认h) Business reports 业务报告i) Lost business失去的业务Results of initial process studies and statistical data from process monitoring are compiled and evaluatedmonthly by the Quality Depa

8、rtment. Conclusions are compared to those from preceding periods, to identifytrends.来自于过程监控的初期过程能力研究结果和统计数据由质量部门每月编辑和评价,比较以前的那些结论然后识别趋势.5.2 External Survey on Customer Satisfaction(Applied for all customers)顾客满意度的外部调查(适用于所有客户)5.2.1 Ways of Survey on Customer Satisfaction 顾客满意度的调查方式(1) Keep in touch

9、with customers and call on the customers regularly保持与顾客沟通，定时拜访顾客(2) Receiving complaints and confirm customers opinions after the processing of complaints接收投诉并确认投诉处理后顾客的意见(3) Questionnaire问卷调查5.2.2 Questionnaire in Customer Satisfaction Survey 顾客满意度的问卷调查方式5.2.2.1 Customer satisfaction Survey can be

10、sent by:客户满意度问卷通过以下途径发放：a) If possible, every year AQP should arrange visits to customers and fill CustomerSatisfaction Survey with customers together. All results/feedbacks must be recorded.可行时，每年项目部都应该组织客户拜访并同客户一起填写客户满意度问卷。所有结果及反馈信息记录在案。b) If we cannot communicate with customer on site, AQP prepar

11、es the customersurvey/questionnaire and sends it to customer, target once a year. And confirm the replydate with the customer.无法现场与客户进行沟通调查时，项目部准备客户调查表每年发放给客户，一年一次。并与客户联系确认回复日期。.5.2.2.2 More than 100% of the on service customers should be inquired.所调查年份内有交易的100%以上的顾客应该被调查到。5.2.2.3 Quality dept. coll

12、ects the survey/questionnaire and counts the score. Quantified 10 pointssystem is used in the survey.质量部收集与整理调查表，进行分数统计。调查采用量化10分制。5.2.2.4 Related responsible dept, find out correction and further improvement by the examinationand analysis of customer survey/questionnaire, if the score is lower than

13、 the average level.For corrective action, please refer to Corrective and Preventive Procedure.如果单项分数低于平均水平，责任单位通过对客户问卷的调查和分析，查找需要纠正和改善的地方。参照纠正和预防措施程序的要求采取纠正预防措施。5.3 客户满意情况也可通过如下方面进行内部监控：5.3.1 Delivered part quality performance 交付产品的质量绩效Information about the quantity of nonconforming compounds delive

14、red to customer is acquired frommonthly performance reports from customers. Quality dept. is due to follow up the yield rate ofcompound before and after delivery, and report it every month.有关交付不合格产品给顾客的信息来自于顾客每月的绩效报告里，或者产品交付前后的合格率情况由质量部们跟踪统计，并每月汇报。5.3.2 Customer disruptions and field returns 顾客中断和外部

15、退货Information about customer disruptions and field returns is acquired from monthly customerperformance reports.QA dept, will record the information such as customer complaints in complaint logs.有关顾客中断和退货的信息从每月的顾客绩效报告里获得，质量部负责接收并统计此方面的信息。5.3.3 Delivery schedule performance 交付及时性绩效The on-time delivery performance of customer ordered compounds should be evaluated by Sales &Marketing dept. The result will be reported to management quart