Customer Satisfaction Measuring顾客满意度调查程序(中英文)

1、LogoQUALITY SYSTEM PROCEDURE 质量体系程序Number文件编号：MC-C5-02Department 部门： AQP项目部Subject文件名称：Customer Satisfaction Measuring Procedure 顾客满意度调査程序Revision 版本：1.0Effective Date 生效日期：2021-1-1Page 1 of 6批准：审核：作成：Change History 变更记录Revision 版 本Effective Date 生效日期Originator 编写人Reasons for Change 修改原因1.0 Purpose

2、的The purpose of this procedure is to ensure that customer satisfaction is measured systematically and certain actions are taken for future improvement.本程序确保针对客户满意度有系统地进行监测，并采取措施积极改进2.0 Scope 范围All customers in put and percepti on on the compa ny, product and service provided.本程序覆盖所有对公司、产品以及服务有所需求的客户

3、。3.0 Definitions 定义None/无4.0 Responsibility and authority 职责与权限4.1AQP dept.项目部：1)is responsible to draw up, send and collect of Customer Satisfaction Survey.负责客户满意度调查表的编制，发出，接收和统计。4.2Quality dept.质量部:1) is responsible to statistic and inform related responsible department to analyze and takeactions

4、to correct and improve those unsatisfactory aspects.客户不了苗意问题的整理， 并通矢口相 关责任部门去分析并采取措施纠正提高客户满意度。2)follow-up and verify the effective ness of actio ns.负责对措施的企艮踪禾口验证。4.3Related responsible Dept, in questionnaires.客户满意度调查表中的相关责任部门QuestionnairesInquiry reponseOn time deliveryCapacity support FlexibilityCu

5、stomer serviceQuality complaintQuality improveme ntTech nical customer serviceResponsible dept.AQPLogisticAQPAQPQualityQualityAQP5.0 Procedure 程序5.1Customer Satisfaction Management 顾客满意度管理Information and data related to customer satisfaction are acquired from quality performance data and from custom

6、er feedback and complaints, to include one or more of the following：有关顾客满意的信息和数据来自于质量绩效数据和顾客抱怨和反馈，包括下面一项或更多项：a)Delivered part quality performance 交付产品的质量绩效b)Delivery schedule performance 交付及时性绩效c)Customer complaints and feedback 顾客抱怨和反馈d)Customer disruptions and field returns 顾客的中断和返回e)Customer sati

7、sfaction surveys 顾客了苗意调查f)Customer notifications 顾客通告g)Awards and recognitions from customers, associations and consumer groups顾客，团体和消费群体的表彰和承认h)Business reports 业务报告i)Lost business失去的业务Results of initial process studies and statistical data from process monitoring are compiled and evaluated monthly

8、 by the Quality Department. Conclusions are compared to those from preceding periods, to identify trends.来自于过程监控的初期过程能力研究结果和统计数据由质量部门每月编辑和评价,比较以前的那些结论然后识 别趋势.5.2External Survey on Customer Satisfaction(Applied for all customers)顾客满意度的外部调查(适用于所有 客户)5.2.1Ways of Survey on Customer Satisfaction 顾客满意度的调

9、查方式(1)Keep in touch with customers and call on the customers regularly保持与顾客沟通，定时拜访顾客(2)Receiving complaints and confirm customers, opinions after the processing of complaints接收投诉并确认投诉处理后顾客的意见(3)Questionnaire问卷调查5.2.2Questionnaire in Customer Satisfaction Survey 顾客满意度的问卷调查方式5.2.2.1Customer satisfacti

10、on Survey can be sent by:客户满意度问卷通过以下途径发放：a)If possible, every year AQP should arrange visits to customers and fill Customer Satisfaction Survey with customers together. All results/feedbacks must be recorded.可行时，每年项目部都应该组织客户拜访并同客户一起填写客户满意度问卷。所有结果及反馈 信息记录在案。b)If we cannot communicate with customer on

11、 site, AQP prepares the customer survey/questionnaire and sends it to customer, target once a year. And confirm the reply date with the customer. 无法现场与客户进行沟通调查时，项目部准备客户调查表每年发放给客户，一年一次。并与 客户联系确认回复日期。.5.2.2.2More than 100% of the on service customers should be inquired.所调查年份内有交易的 100%以上的顾客应该被调查到。5.2.2

12、.3Quality dept, collects the survey/questionnaire and counts the score. Quantified 10 points system is used in the survey.质量部收集与整理调查表，进行分数统计。调查采用量化10分制。5.2.2.4Related responsible dept, find out correction and further improvement by the examination and analysis of customer survey/questionnaire, if th

13、e score is lower than the average level. For corrective action, please refer to Corrective and Preventive Procedure.如果单项分数低于平均水平，责任单位通过对客户问卷的调查和分析，查找需要纠正和改善的 地方。参照纠正和预防措施程序的要求采取纠正预防措施。5.3客户满意情况也可通过如下方面进行内部监控：5.3.1Delivered part quality performance 交付产品的质量绩效Informatio n about the quantity of non conf

14、 orming compounds delivered to customer is acquired from monthly performance reports from customers. Quality dept, is due to follow up the yield rate of compound before and after delivery, and report it every month.有关交付不合格产品给顾客的信息来自于顾客每月的绩效报告里，或者产品交付前后的合格率情况由 质量部们跟踪统计，并每月汇报。5.3.2Customer disruptions and field returns 顾客中断和外部退货Information about cust