SAMPLE COMPANY                                       Page 1 of 2
SOP # 19-1  Revision: 0               Prepared by:             _
Effective Date:                       Approved by:             _


Title:         CUSTOMER SATISFACTION SURVEY

Policy:   Customer Service will send out a satisfaction survey
          to all customers after they have had sufficient time
          to use our products.  The survey will be used to
          determine our customer's satisfaction with our sales
          process and the use of our products.  Information
          gathered will be used to make improvements in our
          operations, quality control, product engineering, etc.

Purpose:  To identify the steps for sending surveys and required
          follow-up.

Scope:    This procedure applies to all sales to new or existing
          customers.

Procedures:

1.0  Preparation

1.1  At the time of the sale, a Customer Satisfaction Survey
     (Exhibit 1) and business reply envelope should be prepared
     and addressed.  If no contact person is listed, the survey
     should be sent to the person in charge of the department
     that purchased the product.  The survey should then be
     placed in a monthly tickler file to be mailed out 90 to 120
     days after shipment.  This time period should allow the
     customer sufficient time to use the equipment, experience
     any problems and determine their ultimate satisfaction
     level.


2.0  Follow-Up

2.1  When a survey is returned, it is to be routed to the
     Director of Quality Assurance for review.  A copy of the
     survey is to be maintained by the Director of Quality
     Assurance in a master chronological file.  The original
     survey should then be routed to Customer Service.

     If any corrective action needs to be taken or customer
     concerns addressed, Customer Service is responsible for
     contacting the customer and resolving the situation.  If
     applicable, this will include following the standard
     operating procedures for Customer Contact/Complaint
     Handling.

2.2  The survey will then be routed to all department managers
     for their review and to determine if any improvements in
     their operational or design areas are needed.  The survey
     will then be filed in the customer's file.