Customer Satisfaction Measuring顾客满意度调查程序(中英文)

2024年2月8日发(作者：)

Logo

Subject文件名称：

QUALITY SYSTEM

PROCEDURE

质量体系程序

Number文件编号：

MC-C5-02

Department

部门：

AQP项目部

Customer Satisfaction Measuring Procedure

顾客满意度调查程序

Effective Date

生效日期：

Revision

版本:

2021-1-1

1.0

Page 1 of 6

批准：

审核：

作成：

Change History

变更记录,

Revision

版

Effective Date

生效日期

Originator

编写人

Reasons for Change

修改原因

本

1.0 Purpose

目的

The purpose of this procedure is to ensure that customer satisfaction is measured systematically and

certain actions are taken for future improvement.

本程序确保针对客户满意度有系统地进行监测，并采取措施积极改进

2.0 Scope

范围

All customers input and perception on the company, product and service provided.

本程序覆盖所有对公司、产品以及服务有所需求的客户。

3.0 Definitions

定义

None/无

4.0 Responsibility and authority

职责与权限

4.1 AQPdept.项目部：

1) is responsible to draw up, send and collect of Customer Satisfaction Survey.

负责客户满意度调查表的编制，发出，接收和统计。

4.2 Quality dept.质量部:

1) is responsible to statistic and inform related responsible department to analyze and take

actions to correct and improve those unsatisfactory aspects.客户不满意问题的整理，并通知相

关责任部门去分析并采取措施纠正提高客户满意度。

2) follow-up and verify the effectiveness of actions.负责对措施的跟踪和验证。

4.3 Related responsible Dept, in questionnaires.客户满意度调查表中的相关责任部门

Questionnaires Inquiry On time

Capacity

support

Flexibility

Responsible dept.

Customer

service

Quality

complaint

Quality

Technical

repo∩se delivery improvement

customer

service

Quality AQP AQP Logistic AQP AQP Quality

5.0 Procedure

程序

5.1 Customer Satisfaction Management

顾客满意度管理

Information and data related to customer satisfaction are acquired from quality performance data and from

customer feedback and complaints, to include one or more of the following：

有关顾客满意的信息和数据来自于质量绩效数据和顾客抱怨和反馈，包括下面一项或更多项：

a) Delivered part quality performance

交付产品的质量绩效

b) Delivery schedule performance

交付及时性绩效

c) Customer complaints and feedback

顾客抱怨和反馈

d) Customer disruptions and field returns

顾客的中断和返回

e) Customer satisfaction surveys

顾客满意调查

f) Customer notifications

顾客通告

g) Awards and recognitions from customers, associations and consumer groups

顾客，团体和消费群体的表彰和承认

h) Business reports

业务报告

i) Lost business失去的业务

Results of initial process studies and statistical data from process monitoring are compiled and evaluated

monthly by the Quality Department. Conclusions are compared to those from preceding periods, to identify

trends.

来自于过程监控的初期过程能力研究结果和统计数据由质量部门每月编辑和评价,比较以前的那些结论然后识

别趋势.

5.2 External Survey on Customer Satisfaction(Applied for all customers)顾客满意度的外部调查(适用于所有

客户)

5.2.1 Ways of Survey on Customer Satisfaction

顾客满意度的调查方式

(1) Keep in touch with customers and call on the customers regularly

保持与顾客沟通，定时拜访顾客

(2) Receiving complaints and confirm customers, opinions after the processing of complaints

接收投诉并确认投诉处理后顾客的意见

(3) Questionnaire

问卷调查

5.2.2 Questionnaire in Customer Satisfaction Survey

顾客满意度的问卷调查方式

5.2.2.1 Customer satisfaction Survey can be sent by:

客户满意度问卷通过以下途径发放：

a) If possible, every year AQP should arrange visits to customers and fill Customer

Satisfaction Survey with customers together. All results/feedbacks must be recorded.

可行时，每年项目部都应该组织客户拜访并同客户一起填写客户满意度问卷。所有结果及反馈

信息记录在案。

b) If we cannot communicate with customer on site, AQP prepares the customer

survey∕questio∩∩aire and sends it to customer, target once a year. And confirm the reply

date with the customer.

无法现场与客户进行沟通调查时，项目部准备客户调查表每年发放给客户，一年一次。并与

客户联系确认回复日期。.

5.2.2.2 More than 100% of the on service customers should be inquired.所调查年份内有交易的

100%以上的顾客应该被调查到。

5.2.2.3 Quality dept. collects the survey/questionnaire and counts the score. Quantified 10 points

system is used in the survey.

质量部收集与整理调查表，进行分数统计。调查采用量化10分制。

5.2.2.4 Related responsible dept, find out correction and further improvement by the examination

and analysis of customer survey/questionnaire, if the score is lower than the average level.

For corrective action, please refer to Corrective and Preventive Procedure.

如果单项分数低于平均水平，责任单位通过对客户问卷的调查和分析，查找需要纠正和改善的

地方。参照纠正和预防措施程序的要求采取纠正预防措施。

5.3

客户满意情况也可通过如下方面进行内部监控：

5.3.1 Delivered part quality performance

交付产品的质量绩效

Information about the quantity of nonconforming compounds delivered to customer is acquired from

monthly performance reports from customers. Quality dept. is due to follow up the yield rate of

compound before and after delivery, and report it every month.

有关交付不合格产品给顾客的信息来自于顾客每月的绩效报告里，或者产品交付前后的合格率情况由

质量部们跟踪统计，并每月汇报。

5.3.2 Customer disruptions and field returns

顾客中断和外部退货

Information about customer disruptions and field returns is acquired from monthly customer

performance dept, will record the information such as customer complaints in complaint logs.

有关顾客中断和退货的信息从每月的顾客绩效报告里获得，质量部负责接收并统计此方面的信息。

5.3.3 Delivery schedule performance

交付及时性绩效

The on-time delivery performance of customer ordered compounds should be evaluated by Sales &

Marketing dept. The result will be reported to management quarterly.

对客户订购产品的按期交付情况由市场&销售部进行统计评估，并每季度汇总后向管理层报告。

5.3.4 Customer notifications

顾客通告

Customer notifications reported monthly by Quality, with a total number of and a description of the

underlying causes and their consequences. Quality dept should record all of the customer complaints

and file all sign-off investigation reports. The amount of customer complaints will be one of internal

monitoring indicators of customer satisfaction.

质量部每月报告在这段期间全数的通告和潜在原因的描述和他们的决论的顾客通告。质量部应该统计所有

客户投诉并保存调查处理结果，客户投诉数量也将作为客户满意度内部监控的指标之一。

5.3.5 Based on the continual supervision records in Internal Supervision Form, regularly assess the degree

to which the customer's requirements have been fulfilled. And the result is one aspect to measure

customer satisfaction. The method is as follows:

根据“内部监控表”中的持续监控记录定期计算满足顾客要求的程度，结果作为衡量顾客满意度的一个方

面。方法可以参考如下：

1) . Measured in 10points1 delivered part quality, customer disruptions (Including market returns),

delivery time(includi∩g premium freight), customer notification related to quality or delivery, each of

these four parts occupies 2.5 points;

以10分制计算，已交付零件的质量、对顾客造成的中断干扰(包括市场退货)、交货期(包括发生的超

额运费)、与质量或交货问题有关的顾客通知等四个项目各占2.5分；

2) . Every time there occur customer complaints related to quality or delivery schedule is not followed,

deduct 0.5 points.出现顾客由于质量问题的投诉或者交货期未满足，一次扣减0.5分；

3) . Once there occurs customer notification related to quality / delivery or disruption caused to the

customer, deduct all 2.5 points.出现质量或交货问题有关的顾客通知或者对顾客造成的中断干扰，出现

一次则扣除全部的2.5分。

5.4 Quality dept. compiles and analyses customer satisfaction surveys, and combines the results with other

customer satisfaction data for compatible aspects of products and services. Conclusions are presented

and discussed at management review meetings.

质量部编辑和分析顾客满意调查,并连同其他涉及到产品和服务方面的顾客满意结果,在管理评审会上介绍

和讨论其结果.

5.5 Corrective and Preventative actions

纠正和预防措施

Managers participating in the meeting discuss the reasons for successes or failures in reaching customer

satisfaction objectives, and provide input for setting new objectives for the coming months and year. If

necessary take the corrective and preventive action according to Corrective and Preventive Procedure".

参加这个会议的经理讨论达到顾客满意目标成功或失败的原因和对未来儿个月和下一年提供出新的设置目

标，必耍时对客户不满意项目依照“纠正和预防措施程序”发布纠正预防措施报告书进行有效的改善

6 Reference Documents

参考文件

7 Reference Forms

参考表单

7.1 FN-AQ-005 Customer Satisfaction Survey

客户满意度调查表

7.2

客户满意度内部监控表

Flow Chart流程图

N/A