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PP 8.2.1 Customer Satisfaction

PP 8.2.1 Customer Satisfaction

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Published by Hal Holubik
Tours D’ Force utilizes Customer Satisfaction Evaluations for a measure of the customer’s perception of the work we do. While a job may meet all the requirements of the criteria specified, aesthetics, cycle time, and performance to the service level agreed, knowing how the customer actually feels about the work and the way in which it was accomplished provides a baseline for continuous improvement. We encourage our customer to give detailed feedback so we may better determine our own strengths and immediately address any inconsistencies that may present themselves.
Tours D’ Force utilizes Customer Satisfaction Evaluations for a measure of the customer’s perception of the work we do. While a job may meet all the requirements of the criteria specified, aesthetics, cycle time, and performance to the service level agreed, knowing how the customer actually feels about the work and the way in which it was accomplished provides a baseline for continuous improvement. We encourage our customer to give detailed feedback so we may better determine our own strengths and immediately address any inconsistencies that may present themselves.

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Categories:Types, Brochures
Published by: Hal Holubik on Nov 30, 2010
Copyright:Attribution Non-commercial

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05/18/2011

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Tours D’ Force Quality Operational Procedure
 
Title: Customer Satisfaction Doc. ID: PP 8.2.1 Rev # 11/30/10 Page 1 of 7
All Tours D’ Force internal controlled documents are
electronically maintained in the Quality Standards Master Folder on
the ‘tdfqs1’ and are regularly backed
-up. The list of folders and files serves as the master list. The file revision date is thelatest revision date. All printed documents are uncontrolled copies.
 
Customer Satisfaction
Purpose
The purpose of this procedure is to provide for a system and instructions, and to assign responsibilities fordetermining and reporting customer satisfaction.
Application
This procedure applies to servicing, products, delivery, and other activities bearing on customer satisfaction
.
 
Responsibilities
Tours D’ Force Sales Support
 
Procedure
Source of information
Information and data on customer satisfaction are acquired from customer feedback and by analyzing customerbehavior, to include:
 
Customer complaints,
 
Spontaneous expressions of customer satisfaction and other feedback,
 
Customer satisfaction surveysThe general scope, methods, and program for collecting customer satisfaction data and information aredefined in this procedure. However, the program may be periodically adjusted to account for status andimportance of customer satisfaction with respect to particular aspects; or in response to new product orservice launches, marketing campaigns, and changing priorities.
 
 
Tours D’ Force Quality Operational Procedure
 
Title: Customer Satisfaction Doc. ID: PP 8.2.1 Rev # 11/30/10 Page 2 of 7
All Tours D’ Force internal controlled documents are
electronically maintained in the Quality Standards Master Folder on
the ‘tdfqs1’ and are regularly backed
-up. The list of folders and files serves as the master list. The file revision date is thelatest revision date. All printed documents are uncontrolled copies.
 
Customer feedback and complaints
Customer complaints, spontaneous expressions of satisfaction, and other unsolicited customer feedback arecollected and processed by
Tours D’ Force
. These activities are defined in Operational Procedure PP7.2.3,Customer Feedback and Complaints.
 
Customer feedback and complaints are classified into various categories to help with statistical processing of the data for determining customer satisfaction. The categories are defined in Customer Feedback andComplaints procedure PP7.2.3.The resulting data is periodically compiled and analyzed by
Tours D’ Force.
Ratings are a direct expression of customer satisfaction or dissatisfaction, they are considered as one of the most important inputs intodetermining customer satisfaction.
Customer satisfaction surveys
Tours D’ Force utilizes Customer Satisfaction
 
Evaluations for a measure of the customer’s perception of the
work we do. While a job may meet all the requirements of the criteria specified, aesthetics, cycle time, andperformance to the service level agreed, knowing how the customer actually feels about the work and the wayin which it was accomplished provides a baseline for continuous improvement. We encourage our customerto give detailed feedback so we may better determine our own strengths and immediately address anyinconsistencies that may present themselves.A survey form is sent to customers for this purpose. If a customer does not respond within four weeks, afollow up telephone call is made and a verbal survey is conducted.Survey questionnaires are designed to address different aspects of products and services that may contributeto customer satisfaction or dissatisfaction. When appropriate, questionnaires are coordinated with categoriesused for classifying customer feedback (refer to Operational Procedure PP 7.2.3, Customer Feedback andComplaints).
Tours D’ Force compiles and analyzes customer satisfaction surveys, and combines the results with other
customer satisfaction data for compatible aspects of products and services.(Refer to Virtual Tour Survey below)
 
 
Tours D’ Force Quality Operational Procedure
 
Title: Customer Staisfaction Doc. ID: PP 8.2.1 Rev # 11/30/10 Page 3 of 7
All Tours D’ Force internal controlled documents are electronically maintained in the Quality Standards Master Folder on the ‘tdfqs1’ and are regularly backed
-up. The list of folders and files serves as the master list. The file revisiondate is the latest revision date. All printed documents are uncontrolled copies.
 
VIRTUAL TOUR SURVEY
Name (optional):Company (optional):
For each statement below, circle the number to the rightthat best fits your agreement with the statement.
StatementScale of Agreement
StronglyDisagreeSomewhatDisagreeNeutralSomewhatAgreeStronglyAgree
The overall quality of the virtual tour is important tome
1 2 3 4 5
Virtual Tours are an important part of my overallmarketing plan
1 2 3 4 5
Virtual Tour CDs are an important part of the virtualtour package
1 2 3 4 5
MLS and advertising photos are an important partof the virtual tour package
1 2 3 4 5
Periodic contact from my virtual tour provider isimportant to me
1 2 3 4 5
It is important for me to be able to easily schedulemy virtual tour appointment
1 2 3 4 5
Virtual Tours help me in my marketing efforts
1 2 3 4 5
I believe that Tours D’ Force virtual tours are of high
quality
1 2 3 4 5

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