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)