Original Date: 10/07/2002
Revision Date: 01/18/2007
Information : Customer Feedback
General Tool Company has a sincere desire to know how potential customers want it to market its services to them. Through the use of General Tool Company’s customer satisfaction survey process and the statistical analysis of the returned customer surveys, the company is able to gauge the health and effectiveness of its efforts.
Compliance with ISO 9001-2000 Standards requires a Quality Management System to gather data about customer satisfaction and report to management so they may take any necessary corrective action. Prior to early 2000, General Tool Company (GTC) did not have a formal methodology to solicit feedback from its customers in a consistent manner. Additionally, no formal reporting system to management existed that collected any feedback that the company received. Customers would often make comments, both positive and negative, to people they normally interfaced with at GTC. These comments were communicated only by word-of-mouth to parties that were directly involved with that particular customer.
In an effort to become compliant with the ISO requirement and better understand customers’ needs and degrees of satisfaction with GTC, the company took the steps required to develop and implement an effective feedback system. GTC hired an outside consultant who took an off-the-shelf package called “Statpac” and customized it to meet the company’s needs. This customized package enabled GTC to interface with its own database of closed sales orders and display them in the customer feedback system. The process owner is able to select the customer point of contact for their related jobs and initiate the survey process. The survey process is web based, and only requires approximately ten minutes of the customer’s time to complete. GTC management then statistically analyzes the gathered data for trends needing improvement. This system provides GTC management with customer satisfaction information that directly impacts areas its customers think need the most improvement.
For more information see the
Point of Contact for this survey.