顧客滿意度控制程序(文件)
【正文】 icesa、 對(duì)顧客反應(yīng)、即時(shí)答復(fù)、處理；Respond to the customers promptly.b、 對(duì)不合格品包退包換；The nonconforming products are guaranteed against return and change.c、 因產(chǎn)品故障造成損失包賠；Compensate the losses due to product failures.d、 質(zhì)量改進(jìn)計(jì)劃實(shí)施及有效性。The Marketing Department is responsible for the retention and management of relevant documents and records.5 顧客滿意度調(diào)查情況判定依據(jù)Basis of Judging Customers’ Satisfaction 對(duì)顧客滿意度分為四個(gè)等級(jí)： 滿意——91~100、較滿意——81~90、一般——70~80、差——70分以下The customers’ satisfaction is rated at four levels:Satisfactory: 91 – 100 grades。The customers’ satisfaction shall not be less than 70 grades averagely. In case it is less than 70 grades, the Marketing Department must organize relevant personnel to make analysis and formulate appropriate corrective and preventative actions. 顧客滿意度調(diào)查表的回收率必須達(dá)到70%以上，否則，該次調(diào)查結(jié)果視為無效。 Neutral: 70 – 80 grades。The Marketing Department shall make a conclusion of each survey. In parison with the results of last survey and the petitors, the Marketing Department shall find out the improvements that are effective or less effective, and organize relevant departments and leaders to make an audit and find corrective measures, which will then be submitted to the General Manager for approval. 市場(chǎng)銷售部
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