SOUTHEAST FEEDS SPECIALIST CORPORATION

#688 C. Mercado St. Brgy. Matungao, Bulakan, Bulacan

SOUTHEAST
Telefax 044-794-4170 Mobile No. 09328512256

STANDARD OPERATING PROCEDURE

1 Subject

Customer Complaint and Survey

2 Purpose

This procedure defines the system and instructions and assigns responsibilities for receiving and
processing customer feedback, complaints and customer satisfaction surveys.

3 Scope

This applies to all customer feedback, complaints and customer satisfaction surveys received by
SOUTHEAST FEEDS SPECIALIST CORP.

4 Responsibility

4.1. Customer Service Assistant – documents customer complaints received; provides customer
survey forms to customers.

4.2. Quality Control Checker – conducts inspection of complained products.

4.3. Quality Control Head – conducts investigation of complaints and evaluates and assigns
customer survey results.

5 Definitions

5.1 Customer feedback – comment regarding features, characteristics and performance of

products and services, marketing and sales. Only communication that does not require
response or resolution of a problem may be classified as customer feedback.

5.2 Customer complaint – customer statement that our products or services do not meet
requirements or expectations.

5.3 Customer survey – process of measuring customer’s evaluation of the organization’s

performance through checklist.

6 Procedure

6.1 Customer Feedback / Complaints

6.1.1. Customer Service Assistant or Marketing who receives the feedback/complaints from
customer documents and reports (e.g. letters and Return Goods Slip QCF-001) by filling-up
the Customer Feedback/Complaint Form QCF-002.
6.1.2. Report is submitted to the Quality Control Checker for validation and investigation of
root cause.

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 SOUTHEAST FEEDS SPECIALIST CORPORATION
#688 C. Mercado St. Brgy. Matungao, Bulakan, Bulacan
SOUTHEAST
Telefax 044-794-4170 Mobile No. 09328512256

STANDARD OPERATING PROCEDURE

6.1.3. Reports of findings whether valid or not valid are informed to the customer via a
written memo, e-mail or through the Customer Service Asssistant by the Quality
Control Checker.

6.1.4. The customer complaint issues are also discussed during the scheduled Quality
Meeting.

6.2 Customer Survey

6.2.1. Every six months or at the end of the year, a Customer Survey Form QCF - 003 are
prepared and endorsed to Customer Service Asssistant by the Quality Control
Checker.

6.2.2. Filled-up or returned Customer Survey Forms are provided to the Management for
review and evaluation.

6.2.3. Relevant feedbacks are discussed during the Management Meeting for
improvement.

7 Exhibit

Returned Goods Slip QCF – 001 Exhibit 1

Customer Feedback/Complaint Form QCF – 002 Exhibit 2
Customer Survey Form QCF – 003 Exhibit 3

8 Distribution List

General Manager
Quality Control
Customer Service Representative

9
End of the Document

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 SOUTHEAST FEEDS SPECIALIST CORPORATION
#688 C. Mercado St. Brgy. Matungao, Bulakan, Bulacan
SOUTHEAST
Telefax 044-794-4170 Mobile No. 09328512256

STANDARD OPERATING PROCEDURE

Exhibit 1

Form No.: QCF-001

Revision No.: 0
Date Issued: 11-08-11

RETURNED GOODS SLIP

CUSTOMERS NAME: RGS. NO.:

PRODN
FEED TYPE TAG SERIES QTY DR/IN# REASONS FOR RETURN
DATE

PREPARED BY/DATE RECEIVED BY / DATE

STRICTLY CONFIDENTIAL – SEFS USE ONLY

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 SOUTHEAST FEEDS SPECIALIST CORPORATION
#688 C. Mercado St. Brgy. Matungao, Bulakan, Bulacan
SOUTHEAST
Telefax 044-794-4170 Mobile No. 09328512256

STANDARD OPERATING PROCEDURE

Exhibit 2

Form No.: QCF-002

Revision No.: 0
Date Issued: 11-08-11

CUSTOMER FEEDBACK AND COMPLAINT FORM

Customer/Complainant : Production Date :

Feed Type : Tag Series, Start :
Quantity : Tag Series, End :

Nature of Complaint:

PREPARED BY/DATE: RECEIVED BY/ DATE:

Customer Service Asst. Quality Control

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 SOUTHEAST FEEDS SPECIALIST CORPORATION
#688 C. Mercado St. Brgy. Matungao, Bulakan, Bulacan
SOUTHEAST
Telefax 044-794-4170 Mobile No. 09328512256

STANDARD OPERATING PROCEDURE

Exhibit 3

Form No.: QCF-003

Revision No.: 0
Date Issued: 11-08-11

CUSTOMER SURVEY FORM

YOU are our most important asset and as such, you must be given the best possible products, along with the best possible service.
To maintain this fundamental commitment, your feedback will be highly appreciated, on ways we can, not only to maintain superior products and services, but even improve it,
making it truly world class.

We would like to very much appreciate your honest comment of our performance.

Please help us to serve you better.

Ref: Company:
A. Overall Level of Satisfaction Strongly Disagree Strongly Agree
1 2 3 4 5
1 I would recommend this product/s to others     
2 I would use this product/s again     
B. Individual Categories
1 Products functional, performance and other design features
 Conforms     
 Needs to be improved, changed, or modified     
2 Reliability and dependability of product Packaging
 Product stable under correct storage     
 Durable Packaging     
3 Packaging
 Presentation - Attractive     
 Available in convenient or correct pack size     
4 Distribution and Delivery
 Correct Product Delivered     
 Delivered on Time     
5 Product Information Availability
 Immediate feedback on stock availability     
6 Availability
 Mostly on stock     
 Easily available     
7 Sales and Order Processing
 Correct invoicing     
 Fast processing of orders     
8 After - sale support and service
 Availability of Technical Brochures     
 Supported by promotions and promotional activities     
9 Price
 Competitive in market     
 Acceptable terms of sale     
C. Customer Service
1 How did you find our dealers / distributors / sales personnel
 Courteous and friendly     
 Competent in explaining the products features and benefits     
2 Did you feel that you received value for money with the product/s you purchased     
3 What other product/s would you wish that we manufacture / distribute?

Other Comments:

Respondent: Address:
Signature Over Printed Name
Phone / Fax No.:
Position in the Company: Email Add:
Mobile No.:

We sincerely thank you for your comments and suggestions. Rest assured that all information provided will be held in strict confidence.

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