| STEP |
WHO |
WHEN |
INFO TO USE |
WHAT TO DO |
RESULTS |
| 1 |
Receptionist |
At least annually |
Customer information; Customer Survey
Plan |
Meet with VP-Sales to update the plan for
customer surveys for the upcoming year or longer;
update the Customer Survey Plan. |
Customer Survey Plan
updated |
| 2 |
Receptionist |
At frequencies required by Customer Survey
Plan (typically monthly) |
Customer Survey Plan; Customer Survey
Materials per plan |
Send out customer surveys; follow up with
customer as needed to stimulate
response. |
Customers provided with survey
materials |
| 3 |
Receptionist |
As receive a survey response from
Customer |
Customer Survey Response |
Review survey to ensure it is legible; if not
already in electronic form, scan survey into a
computerized image; file electronic survey; send
email to officers and key managers with survey
attached and/or hyperlink to
survey. |
Survey communicated to top
management |
| 4 |
Receptionist |
Annually,
prior to Management Review |
Customer
Survey Responses |
Analyze the
year's survey's and submit a comprehensive
report for management per TOP-MREVU. |
Customer
Feedback compiled for Management
Review. |
