Customer Satisfaction Survey Introduction. Introduction Purpose Build systematic global customer...

Customer Satisfaction Survey Introduction

Customer Satisfaction Survey Introduction

Introduction

Purpose

Build systematic global customer satisfaction survey to understand well customer requirements and to require internal improvement.

Scope

Each Sales region by account at rank 150

Opportunity

China ： 1 time per year, by the end of every yearOther areas will depend on every region QA or Marketing dept decision

How to send out mail to customer?

Sales person to fill in customer information in QFS

Inform customer by Mail

Step1--- Login in QFS

Enter into Employee Zone of Advantech ( URL: http://employeezone.advantech.com. tw/) ) and login in with your full mail address such as June.Huang @ advantech.com.cn,

Step1--- Login in QFS

Enter into Employee Zone of Advantech ( URL: http://employeezone.advantech.com. tw/) ) and login in with your full mail address such as June.Huang @ advantech.com.cn,

If you have forgot your Employee password,

please click here, then system will send you

password by mail

Click “Work” and select “Quality Feedback System”

Step2---Enter Customer Satisfaction Survey Select Customer Satisfaction Survey in ‘Quality & Other Services’ quality section

Step2---Enter Customer Satisfaction Survey Select Customer Satisfaction Survey in ‘Quality & Other Services’ quality section

Choose the region you belong to and then click

Step3---Send mail automatically Confirm customer you want to survey located area select it and you can see below picture, fill in customer’s data and send, and then customer will receive the mail for survey request

Step3---Send mail automatically Confirm customer you want to survey located area select it and you can see below picture, fill in customer’s data and send, and then customer will receive the mail for survey request

Mail Example

Survey Form

Step4---Customer fill in and send back After customer finish the survey form and click ‘submit’, the result will be recorded into QFS system, and the ‘Appreciation’ display is shown

Step4---Customer fill in and send back After customer finish the survey form and click ‘submit’, the result will be recorded into QFS system, and the ‘Appreciation’ display is shown

How to find survey result?

in QFS system

Find survey result from QFS

Survey Result Find After customer finish survey, system will feedback the result to QFS system, we can get result from “Survey Result ” by area

Survey Result Find After customer finish survey, system will feedback the result to QFS system, we can get result from “Survey Result ” by area

Access Definition for Survey ResultAccess Definition for Survey Result

Except CQA and each region owner, the other employees only can find out survey result which not include customer information (mail, contact person and telephone) CQA access is set ok by mail address as criteria, each region is under confirmation

For example:

http://www.advantech.com.tw/epc/newsletter/ATW/2009survey/result.asp?mail=Yongzheng.huang@advantech.com.cn Can see customer information

http://www.advantech.com.tw/epc/newsletter/ATW/2009survey/result.asp?mail=taiyi.huang@advantech.com.cn Just can see survey result and customer information is invisible

Cause customer information is confidential, so access need to be

controlled

How to fill in corrective action

If survey result is not good

---Under Plan

Fill in corrective action in QFS

Will announce detailed in future, the current

plan is as following,

Require action according to nonconformity items

Action reply and records

Action follow up

Region Schedule

QFSSurvey website expected finish

time

Taiwan OK 2009-5-14

Mainland OK 2009-6-1

Japan OK 2009-6-10

Europe Awaiting confirmation with Bo.Li 2009-6-30

USA Awaiting confirmation with Billy.Cheng 2009-6-30

Progress till now