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    MTD-QPF-05-01 Customer Satisfaction Survey Scope

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    vinoth
    Mammut Industries will conduct a customer satisfaction survey in August 2006 to measure transactional satisfaction for customers who received orders between April and July. The survey will contain 6 questions related to staff service, knowledge, quality, and time. Survey responses will be collected primarily by phone and analyzed to identify common problem areas and plan improvements. Customers will then be contacted again to provide feedback on the survey results and changes Mammut has made.

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    MTD-QPF-05-01 Customer Satisfaction Survey Scope

    Uploaded by

    vinoth
    68 views1 page
    Mammut Industries will conduct a customer satisfaction survey in August 2006 to measure transactional satisfaction for customers who received orders between April and July. The survey will contain 6 questions related to staff service, knowledge, quality, and time. Survey responses will be collected primarily by phone and analyzed to identify common problem areas and plan improvements. Customers will then be contacted again to provide feedback on the survey results and changes Mammut has made.

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    Mammut Industries will conduct a customer satisfaction survey in August 2006 to measure transactional satisfaction for customers who received orders between April and July. The survey will contain 6 questions related to staff service, knowledge, quality, and time. Survey responses will be collected primarily by phone and analyzed to identify common problem areas and plan improvements. Customers will then be contacted again to provide feedback on the survey results and changes Mammut has made.

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    68 views1 page

    MTD-QPF-05-01 Customer Satisfaction Survey Scope

    Uploaded by

    vinoth
    Mammut Industries will conduct a customer satisfaction survey in August 2006 to measure transactional satisfaction for customers who received orders between April and July. The survey will contain 6 questions related to staff service, knowledge, quality, and time. Survey responses will be collected primarily by phone and analyzed to identify common problem areas and plan improvements. Customers will then be contacted again to provide feedback on the survey results and changes Mammut has made.

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    of 1

    MAMMUT INDUSTRIES FZE Form No.

    : MTD-QPF-05-01
    Trailers Division
    Customer Satisfaction Planning Rev.: 0 Date: 03-05-06

    CUSTOMER SATISFACTION SURVEY SCOPE

    Customer Satisfaction to be measured in August 2006, MTD:

    1. The type of measurement to be performed is Transactional Satisfaction: This is to


    measure the level of satisfaction experienced while ‘transacting’ with our company.

    2. We will survey the customers who have already received their orders. The period of
    receipt will be during the period of Begin April to End July (3 month sampling).

    3. Should this sample group exceed 20 surveys, we will sort and priority will be given
    to bigger volumes, either actual or potential.

    4. The survey will contain 6 questions: 3 related to service and knowledge of staff, 3
    related to quality and time.

    5. Where-ever possible these surveys will be performed telephonically as it is easier to


    engage in more meaningful assessments. All results will be recorded for analysis.
    In limited instances, the survey will be either emailed or faxed to the customer and
    followed up for reply.

    6. Results will be entered into the analysis tool, pivoted for further analysis and
    conclusions/findings will be communicated during a scheduled Management
    feedback meeting.

    This Management Meeting will address all findings and plan to reduce the common
    problem areas.

    7. Communication of results back to the customers will be planned during the


    Management Meeting.

    Customers will be contacted again for feedback of our results, as well as the
    changes we HAVE made.

    Page 1 of 1
    If this is a paper copy, it is uncontrolled. You must verify the on-line revision before using.

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