CUSTOMER FEEDBACK MANAGEMENT PROCEDURE

RESPONSIBILITY DESIGNATION SIGNATURE DATE

Prepared By: Team Leader - SMCC Enakhungu 15th July, 2019

Approved By: Editor/CEO Lterer 16th July, 2019

KL/SMCC/OP/19-20

Version 1 Issuance 2
 Identification No: KL/SMCC/OP/19-20
Team Leader, Sales, Marketing and
Approved By:
Customer Care Department

1) NCLR/SMCC/OP/03: CUSTOMER FEEDBACK MANAGEMENT PROCEDURE

1. Process objectives: The objective of the procedure is to

a) Ensure effective feedback management by developing and submitting customer logs on
a weekly, monthly and quarterly basis.
b) Promote customer satisfaction by conducting Customer satisfaction surveys every two
years.
2. Scope: The customer feedback management procedure is applicable to feedback from Kenya
law Stakeholders.
3. Process KPI:
a) Customer feedback recorded and handled
b) Timeliness in the management of all customer feedback.
c) Level of customer satisfaction at Kenya Law.
4. References
a) Strategic plan
b) Kenya Law Customer Care policy
c) Kenya Law Service Delivery Charter
d) Social Media guidelines

5. Terms & Definitions

a) Complaint: This is an expression of dissatisfaction about the service, product or action
of Kenya Law, or its staff, by a person or organization that is directly affected by the
service or action.
b) Query: This is a question regarding NCLR, all the products and services raised in order
to get a clarification from NCLR
c) Resolution: This is the action of solving a problem or contentious matter.
d) Feedback-Any opinion, comment/suggestion, compliment or expression of
interest/concern made directly or indirectly by a client.
e) SMCC-Sales, Marketing and Customer Care
f) CCO- Assistant Customer Care officer

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Team Leader, Sales, Marketing and
Approved By:
Customer Care Department

g) CFF- Customer Feedback Form –It’s a form containing customer’s names, organization,
the complaint/query, the date the complaint/query was made, time taken to resolve the
complaint and officer in charge of the process.
h) Social Media-Social media are computer-mediated tools that allow people, companies
and other organizations to create, share, or exchange in virtual communities and
networks
6. Inputs (including Resources)
a) Surveys
b) Human Resource
c) Financial resources
d) Questionnaires
e) Online polls
7. Outputs
a) Customer feedback forms
b) Customer satisfaction survey report
c) Customer satisfaction Index
8. Interfaces:
a) Human Resources department
b) Technical departments
c) All staff
9. Process responsibilities
Team leader, Sales, Marketing and Customer Care department shall be responsible for ensuring this
procedure is effectively implemented.

10. Method
Query / Complaint Management
a) At the beginning of every year; by July 20th, the SMCC requests team leaders of the
technical departments to nominate officers to respond to technical complaints/queries.
TL SMCC shall compile the nominations and submit to the Editor/CEO for approval.
b) Upon approval, the SMCC TL appraises the officers on the Kenya law customer care

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Team Leader, Sales, Marketing and
Approved By:
Customer Care Department

policy within three weeks of their appointment.

c) Upon receipt of a complaint the CCO acknowledges receipt and enters details in the CFF
within 24 hours.
d) For complaints/queries regarding Kenya Law products and services the CCO directs the
complaints to the nominated officers in charge within 24 hrs.
e) The nominated officer drafts a response and communicates the same to the CCO via e-
mail within 72 hours.
f) Upon receipt of the response from the technical department, the CCO gets back to the
customer within 1 working day.
g) For complaints/queries received at the reception, the receptionist informs the head of
technical department and enters the details in the Customer Feedback Form, compiles
and sends the complaints weekly to the CCO.
h) The CCO compiles weekly customer feedback logs and flags out any unresolved
complaints, and follows up with the nominated officers.
i) For unresolved complaints/queries, CCO sends to the responsible team leader. If still
unresolved, the SMCC team leader escalates it to the DCEO for noting and resolution.
j) CCO compiles monthly customer feedback forms and submits to TL SMCC
k) CCO lists all frequently asked questions and updates the Customer care desk FAQs
annually.
l) TL SMCC prepares and submits a quarterly customer feedback report the Editor/CEO.

Compliments
a) Receptionist receives compliment, enters the details in the Customer Feedback Form,
compiles the report and sends to CCO weekly.
b) The CCO compiles all compliments received from various officers and prepares a
monthly log on compliments to TL SMCC
c) The SMCC team leader forwards the CFF to all team leaders and Editor/CEO quarterly
for noting.

Customer Satisfaction

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Team Leader, Sales, Marketing and
Approved By:
Customer Care Department

a) The SMCC TL undertakes Customer satisfaction survey (CSS) to gauge the level of
customer satisfaction of Kenya Law customers every two years.
b) SMCC TL shall share the CSS report and recommendations with CEO/Editor for
review and implementation.

11. Data analysis:

Data Analysis Method Frequency Responsibility

Percentage Complaints received Monthly SMCC Team leader
resolution of
customer
complaints

Level of Customer Customer Satisfaction Biennially SMCC Team leader

satisfaction survey report
12. Records Generated

a) Monthly Customer feedback report

b) Updated list of FAQs
c) CSS Report

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Team Leader, Sales, Marketing and
Approved By:
Customer Care Department

AMENDMENT SHEET

NO PREVIOUS PROCESS AMMENDED CHANGE CURRENT EFFECTIVE

DOC ID. SECTION DOC ID. DATE

1 Version 1 Marketing and 10.3.1 Media Kit Added step in the Version 2 10th July, 2019
Issuance 2 Communication and Articles b) procedure Issuance 1

2 Version 1 Sales 10.3 Sales d) f) Added step in the Version 2 10th July 2019
Issuance 2 procedure Issuance 1

10.4Credit sales e) Added step in the Version 2 10th July 2019

procedure Issuance 1

10.5 Cash on Added step in the Version 2 10th July 2019

Delivery e) procedure Issuance 1

3 Version 1 Customer 5)NCLR/SMCC/ Changes in the Version 2 16th July 2019

feedback OP/03 procedure title- Issuance 1
Issuance 2
Management from Feedback and
Customer
Procedure Customer
feedback
Complains
Management
resolution procedure
Procedure
to Customer
feedback
Management

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Team Leader, Sales, Marketing and
Approved By:
Customer Care Department

Procedure.

10.1 Query/ Merged two steps Version 2 10th July 2019

Complaint (complaints and Issuance 1
management query
management)

10.3 Added step Version 2 10th July 2019

Customer Issuance 1
Satisfaction

10.2
Compliments c)

10.3 Changes in Version 2 10th July 2019

Customer timelines from 3 Issuance 1
Satisfaction a) Years to annually

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