ISO 17025 8.6.2 Customer Feedback Analysis

[fahimk]

Hello Friends,

The Clause 8.6.2 of ISO 17025:2017 states:
"the laboratory shall seek feedback, both positive and negative, from its customers. The feedback shall be analysed and used to improve the management system, laboratory activities and customer service."

What can be the recommended options to analyse customer feedback? Analysis is easy when the survey is conducted online but we are using offline paper options..

Thanks in advance...

 

[Rajasekar]

Please create a format & share with customer to fill as per your survice (attached our form), Check the comment, sub suggestion for improvement. Later make proper action plan with target date & responsibility. Now after evaluation for certain period of time, please submit customer satisfaction form to same customer & get their feedback. Kindly follow like it with customer until you achieve 100% target.

 

[Gus]

well if you MUST, use paper media, then you are stuck with having your QA delegate (or whoever you appoint to do so, preferably an impartial party) capture the data onto any media (digital or physical) where you can perform such analysis, this is why most lab's would rather use digital surveys whenever possible.

anyways positive and negative actual comments will help a lot, in my opinion its easier to take on a specific negative comment and improve your system with it, than to perform statistical analysis, pinpoint an issue and "then" improve your system, i guess it depends on the volume of feedback you get and the type of data that you are retrieving from it

 

[optomist1]

Have used a well constructed voice of the customer survey (Survey Monkey is good), At start mid-way and upon completion of services to gauge our/your performance....urge you to use a 1-10 Likert scale to enable better analysis of custoemr feedback. This is a good start, and must be refined as the VOC process progresses. Also is usefull to provide customer a space for verbal comment at end of survey.....

 

[Gus]

if you want to use a somewhat more private tool i have found that forms.office.com is a great tool, just in case your organization has that office package, it even gives you a summary for your results.

i have sucessfully used it inside our company with our internal customers but i have read that it can also be sent to external customers even if they dont have "forms"

 

[Tallinec]

Hello Friends,

The Clause 8.6.2 of ISO 17025:2017 states:
"the laboratory shall seek feedback, both positive and negative, from its customers. The feedback shall be analysed and used to improve the management system, laboratory activities and customer service."

What can be the recommended options to analyse customer feedback? Analysis is easy when the survey is conducted online but we are using offline paper options..

Thanks in advance...

I think, that 99% of your customers have no interest in participation in your survey. They do not see strong (!) correlation between participation in your survey and improvement of your lab service in future. So, make your survey as short and simple as possible. Some questions on one side of a list is enough. I recommend that customers's answers to the questions shall be done in quality points used in schools of your country.

Examples:
1)How do you estimate time of delivery of our lab's reports? Cross the options: A+,A, B, C, D, F, where "A+" is excellent; "A" is ...
2)How do you estimate politeness of our lab's techniсians? Cross the options: A+,A, B, C, D, F, where "A+" is excellent; "A" is ...
3)How do you estimate accuracy of content of our lab's reports? Cross the options: A+,A, B, C, D, F, where "A+" is excellent; "A" is ...
4)How do you estimate time of our lab's response to you urgent orders placed after 05.00 p.m. and in weekends? Cross the options: A+,A, B, C, D, F, where "A+" is excellent; "A" is ...
5)How do you estimate conversational English language knowledge of our lab's techniсians? Cross the options: A+,A, B, C, D, F, where "A+" is excellent; "A" is ...