CUSTOMER SATISFACTION PROCESS

1 PROCESS OVERVIEW
This document is in place to ensure that the CUSTOMER SATISFACTION PROCESS is handled by
relevant division or department to achieve the goal of our organization with consistent action, follow
PURPOSE up and reply to the process to relevant team/department. All relevant team/department must act
immediately and work closely to improve the supplier evaluation process for continuous
improvement.
This process relates to all activities referred to as the Customer Satisfaction Process within the our
SCOPE organization. It concludes the related documents such as customer satisfaction survey, the results of
customer satisfaction analysis, etc.

PROCESS ACTIVITY MAP

INPUT ACTIVITY OUTPUT

CUSTOMER CUSTOMER CUSTOMER

EXPERIENCE SATISFACTION PROCESS SATISFACTION

RESPONSIBILITIES
POSITION RESPONSIBILITY
Quality Manager Manage overall quality in ATS, approved over selected suppliers for certification
QA Coordinator ISO 9001 quality assurance

DEFINITIONS
TERMS DESCRIPTIONS
CoA Certificate of Approval
PO Purchase Order
PR Purchase Request
2 PROCESS FLOWCHART

CUSTOMER EXPERIENCE
SURVEY

BIG PROJECT >50K DISTRIBUTION

SMALL PROJECT <50K

FACE TO FACE SALES REP EMAIL CAMPAIGN

SURVEY FOLLOW-UP FOR (E-COUPON
SURVEY DISCOUNT)

CUSTOMER
EXPERIENCE SURVEY
COMPLETION

CUSTOMER
DATA ANALYSIS EXPERIENCE SURVEY
RESPONSES

CUSTOMER
SATISFACTION REPORT &

3 STANDARD OPERATING PROCEDURE (SOP)

PROCEDURE DESCRIPTION
No. ACTIVITY RESP.
CUSTOMER ATS identified key customers and upon the project completion, the customer Quality
EXPERIENCE experiences survey shall be issued for the customer satisfaction survey. The Assurance
SURVEY customer experience survey may submit by face to face, follow up by email,
etc.
FACE-TO-FACE Face to face survey Sales Rep
SURVEY
SALES REP Sales rep follow up with customer for survey completion Sales Rep
FOLLOW-UP FOR
SURVEY
EMAIL CAMPAIGN For sales distribution, the email campaign will be conducted Sales
(E-COUPON) Distribution
SURVEY
SURVEY Standardize the survey completion Quality Manager
COMPLETION
SURVEY Gathering survey response Quality Manager
RESPONSES
CUSTOMER Make a report of customer satisfaction Quality Manager
SATISFACTION
REPORT &
MANAGEMENT
REVIEW