|
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. |
