Customer Concerns Trend Database to Share .xls Excel file

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Wingaction1970

#11
Re: Sample Customer Concerns Database to Share

I know this is an old thread, but we have had similar incidents. I'm positive that everyone here knows the famous words (the customer is always right). We had customers complaining even after containment was in place and corrective action functioning effectively on our end. We knew everything on our end was per customers instructions and specifications. Quality department basically walked the next three shipments through our processes (including packaging and loading of the truck) and brought one of our famous tools with us at each stage in the process to take digital pictures. We didn't stop there. We also had our driver take digital pictures at arrival. Needless to say, visual aids come in handy at all stages of a process. Another thing you could add to the process is for the receiver and driver sign and date that all product and material was received. Thank-you!
 
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J

jrubio

#12
Re: Sample Customer Concerns Database to Share

why do not you use the same G8D format as Database. (In access or ASP)?? and if you click report issue a report to your Customer fullfilled

and other sheet to make the paretos by field.

The Customer complaint use to be Symthom of the problem (Not the problem, not the root cause) and by this the Customer is always right,

Other point is that the customer call, sometimes is the edge of the iceberg, they call when they are really up-set, sometimes all the potencial claims are not issued, due to the cost of tracking or the people involved of them.

So when the Customer is claiming, something is not going well (May be a hidden charasterist of our product or a Customer requirement is not being taking into account QFD. Quality Funtional Deployment)
 
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T

Tupham - 2008

#13
Re: Sample Customer Concerns Database to Share

I'm glad this thread has been reactivated. It's helped me get started on customer satisaction analysis.

Thanks for sharing the spreadsheet!
 

Crusader

Trusted Information Resource
#14
Re: Sample Customer Concerns Database to Share

I'm glad this thread has been reactivated. It's helped me get started on customer satisaction analysis.

Thanks for sharing the spreadsheet!
Well, I am glad also that it is getting more attention because I too want to change my method of obtaining Customer Satisfaction data and I am hoping for more feedback / success stories or examples.
 

MarilynJ6354

Involved In Discussions
#15
Re: Sample Customer Concerns Database to Share

I am looking for a way to track positive feedback for vendors and employees. I don't want to use the corrective action databases we use; I want it to appear more positive and use different fields. We have sites all over the US and Canada so it has to be web based. Does anyone have an example of what they use and what they do with the data?
 
J

jrubio

#16
Re: Sample Customer Concerns Database to Share

Interesting...

To hear the voice of the Customer...

To be ironic:
There is an statement in Automotion with states: The best Supplier is the one who you do not know him.
 
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A

assyrian47

#17
Re: Sample Customer Concerns Database to Share

Thanks for sharing the form.

Comment:

When we implement a form, we have to publish a procedure or work instruction to document the process of gathering "positive" or "negative" feedback from clients. Negative feedback requires an "action" to be taken by a responsible manager to clear the "issue". All of these documents have to be stored electronically with controls attached. How do you accomplish this?
 

Crusader

Trusted Information Resource
#18
Re: Sample Customer Concerns Database to Share

Thanks for sharing the form.

Comment:

When we implement a form, we have to publish a procedure or work instruction to document the process of gathering "positive" or "negative" feedback from clients. Negative feedback requires an "action" to be taken by a responsible manager to clear the "issue". All of these documents have to be stored electronically with controls attached. How do you accomplish this?
Is this q for me? Ummm, we address the "negatives" informally and it is typically not documented other than a note that the issue was handed off to the appropriate dept. - follow up on that is merely a question "did you call or take care of it?" and I note the verbal in my database as a comment. Forms do not require a procedure or WI to be written - just an FYI.
 
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