QP1190 Customer Satisfaction

Policy: Harrington Signal Inc. shall monitor customers’ perceptions of needs and expectations fulfillment.
Purpose: To determine the methods for obtaining, monitoring and reviewing customers’ perceptions regarding Harrington Signal Inc.’s products/services meeting stated and unstated requirements.
Scope: This procedure applies to the post-sales and service of products and services.
Responsibilities: The President, Inside & Outside Sales Representatives, Manufacturing Manager, Purchasing Manager and Customer Service Representative are all responsible for interfacing with the customer after the sale and for monitoring and relating information regarding customer perceptions of Harrington Signal Inc. and its ability to satisfy their requirements.

The President, Inside and Outside Sales Representatives, Manufacturing Manager, Purchasing Manager, and Customer Service Representative are all responsible for documenting all customer concerns/complaints on form QP1190-1 CUSTOMER SERVICE LOG.

The President of Harrington Signal Inc. is responsible for managing the Inside & Outside Sales Representatives and the Customer Service Representative (CSR), resolving issues that cannot be resolved by the Outside & Inside Sales Rep or CSR.
Definitions: Customer perceptions – Customer perceptions represent the feelings and attitudes for Harrington Signal Inc.’s products and services.

Harrington Signal Inc. uses a variety of monitoring examples which include customer feedback on delivered products and services, customer meetings, compliments, complaints, and warranty claims or provisions.

 

Procedure:

1.0         Customer Satisfaction General

1.1       The Sales Department shall monitor customer information gathered through:

      1. Customer trip reports & analysis
      2. Phone interviews, email & fax responses
      3. Customer complaints, returns and warranty claims

Harrington Signal Inc. shall use information gathered by the Sales Department to make improvements in its products, services, internal operations, and other aspects of the business.

The President and Sr. Vice President, Sales shall periodically review customer feedback to help Harrington Signal Inc. to:

  • Determine if it is making progress with regard to user satisfaction; and
  • Identify customer trends.

The President and Sr. Vice President, Sales should report on customer feedback and analysis on an as-needed basis or, at the very least, at the next Management Review meeting, in accordance with

Referenced Procedure:
QP1060 MANAGEMENT REVIEWS.

2.0         customer satisfaction review

    1. The President and the Quality Manager shall regularly (monthly at a minimum) review the customer service log to identify important issues, trends, and actual or potential nonconformities. If necessary, the President and Quality Manager shall identify and assign corrective actions in accordance with
      Referenced Procedure:
      QP1040 NONCONFORMITY AND CORRECTIVE ACTION.
    2. The President and Top Management shall periodically (e.g., every quarter) review customer satisfaction and retention data as per
      Referenced Procedure:
      QP1200 DATA ANALYSIS-CONTINUAL IMPROVEMENT,as well as current practices, for the purpose of improving the Customer Service process and its results.
    3. 2.3       As a result of the review, the President shall make the necessary changes to the process and review them with Top Management. On Top Management’s approval, the President shall implement those changes. Such changes shall be reviewed on an ongoing basis for suitability and effectiveness.Effectiveness Criteria:
  • Customer satisfaction levels
  • Customer retention rate

 

Revision History:

Revision Date Description of Changes Approved By
0.0 07/03/17 Initial Release Jim Theesfeld
1.0 8/17/18 Digitized version Todd Gifford