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TOP-CSRVY: Customer Surveys

REV:04/10/14

SCOPE: This procedure covers the process of obtaining customer satisfaction feedback.

STEP WHO WHEN INFO TO USE WHAT TO DO RESULTS
1 Business Development Manager At least annually Customer information Meet with VP-Sales to update the plan for customer surveys for the upcoming year or longer. Survey guidelines established
2 Business Development Manager Typically, first month of each quarter Customer Survey; customer list; VP-Sales guidance Conduct surveys to gather customer satisfaction feedback. Customer feedback obtained and recorded
3 Business Development Manager Upon survey completion Customer Survey response File electronic survey results; send results to officers and key managers. Survey communicated to top management
4 Business Development Manager Annually, prior to Management Review Customer Survey responses Analyze the year's surveys and submit a comprehensive report for management per TOP-MREVU. Customer Feedback compiled for Management Review

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