Procedure Manual Doc. No.

:Pr-07
RB Rev. No.: 00
Subject: Customer satisfaction Eff. Date: 01.01.18
Automotives Page 1 of 1
measurement

1. Objectives
To monitor customers’ perceptions of the degree to which their needs and expectations have
been fulfilled
2. Scope
All customers
3. Responsibility
Proprietor
4. Methods
4.1 The organization measure customer satisfaction using following methods:
a) Customer provided ranking: customer scorecards, customer feedback on delivered
products and services, meetings with customers, compliments, Warranty claims ,
Volume of customer returned parts. The record of such rankings/feedbacks is
provided in customer specified format.
b) Customer satisfaction survey by organization
4.2. The organization measures customer satisfaction through a questionnaire based on:
Quality Performance
Delivery Performance
Communication with Customers
Handling of Finished Goods
Customer Complaint Handling
4.3. In the blank questionnaire, for ranking of each parameter, following evaluation criteria is
defined:
a) Very poor (1 ranking)
b) Satisfactory (2 ranking)
c) Good (3 ranking)
d) Very good (4 ranking)
e) Exceptionally good (5 ranking)
4.4. A blank format (Format No.: F.MKT.01) is sent to the customer for this purpose. The
filled questionnaire, received from customers, are analyzed for feedback and suitable
actions are taken.

5. Reference :
Nil
6. Documented Information
S.No. Title Format No.

6.1. Customer feedback form F.MKT.01