Rec. Ref. No.

: KQF 0804

CUSTOMER SATISFACTION RATING FORM

Rev./ Date

00 / 01. 01. 2014

Page :
MONTH : ________________
Sl. No.

INV. No.

INV. Date

Customer

Item Description

Quantity
Supplied
(Q1)

Quantity
Accepted
(Q2)

Conditional
Acceptance
(Q3)

Quality
Rating
(A)

Schedule
Quantity
(D)

Ontime
Delivery
(D1)

Delayed
Delivery
(D2)

Scheduled
Dispatch
Date (DT1)

Actual
Dispatch Date
(DT2)

#DIV/0!

Delivery
Rating
(B)

Supplies (With
Total Supplies
No Complaints)
(C2)
(C1)

#DIV/0!

Customer
Complaints
(C)

Total Cost of
Sales
(W1)

Warranty
(Cost)
(W2)

Excess
Actual
Warranty & Field
Total Freight
Freight Cost Freight Cost
Returns Rating (D)
Cost (EF-3)
(EF1)
(EF-2)

#DIV/0!

#DIV/0!

Incidents of
Excess Freight
(E)

Overall Rating =
(A+B+C+D+E) / 5

#DIV/0!

#DIV/0!

FORMULA
NOTE :
Q=

(A)

(B)

QUALITY RATING

DELIVERY RATING

Q2 + 0.5 Q3

(C)
CUSTOMER COMPLAINT RATING

D1 + (A) D2
X 100

Q1

IF THE OVERALL RATING

Q1 = QUANTITY SUPPLIED
FALLS LESS THAN 85%, THE
APPROPRIATE ACTIONS WILL Q2 = QUANTITY ACCEPTED
BE DECIDED TO IMPROVE THE Q3 = QUANTITY ACCEPTED UNDER DEVIATIONS
CUSTOMER SATISFACTION
INDEX

D=

X 100

D1 = QUANTITY SUPPLIED ON TIME

C=

C1

X 100

C2

D2 = QUANTITY SUPPLIED WITH DELAY

C1 = NO. OF SUPPLIES MADE WITHOUT

CUSTOMER COMPLAINT

D = SCHEDULED QUANTITY

C2 = TOTAL NO. OF SUPPLIES MADE

LESS THAN 2 DAYS A = 0.5

MORE THAN TWO DAYS A = 00

(D)

(E)

WARRANTY & FIELD RETURN RATING

EXCESS FREIGHT RATING

W1 - W2

(EF-2) - (EF-1)

W=

W1

X 100

EF =

(EF-3)

W1 = TOTAL SALES (COST)

EF1 = EXCESS FREIGHT COST

W2 = WARRANTY (COST)

EF2 = ACTUAL FREIGHT COST

EF3 = TOTAL FREIGHT COST

PREPARED BY
X 100

APPROVED BY