Norden uses an effective field feedback system to measure customer satisfaction at the end item point of receipt. The system, in use for over three years, provides a communication channel for the end item user and field representatives. This system focuses on potential quality or inspection escapes, improves end item final inspection, and affirms Norden's interest and responsiveness to the customer.
Each piece of equipment shipped from the factory contains a short questionnaire card which can be quickly completed and returned in a self-addressed prepaid envelope. The questions provide input to the factory on operation, installation, transportation, and appearance (missing items). When response cards are received, they are acknowledged and evaluated. Any noted problems are entered into a closed-loop corrective action system for problem investigation and correction including the cause. This system provides problem visibility to management and feedback to the customer.
The response rate for this system is almost 60% of end-item users and steadily improving, and customer comments have been favorable. Most cards are submitted by Norden field representatives. The field feedback card system has benefitted Norden by providing valuable lessons learned, improved end item checklists, and corrected problems. More importantly, the customer knows that Norden stands behind its products and values customer input.