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Customer Feed Back Sop

This document outlines a standard operating procedure for obtaining customer feedback on sales services from the company's customers. [1] It aims to collect views from customers on sales services and obtain suggestions for future improvements. [2] The sales department is responsible for distributing feedback forms to customers and addressing any issues or implementing suggestions that arise. [3] Customer feedback will be collected once per year to continuously monitor and enhance the company's sales services.

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steevand
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756 views5 pages

Customer Feed Back Sop

This document outlines a standard operating procedure for obtaining customer feedback on sales services from the company's customers. [1] It aims to collect views from customers on sales services and obtain suggestions for future improvements. [2] The sales department is responsible for distributing feedback forms to customers and addressing any issues or implementing suggestions that arise. [3] Customer feedback will be collected once per year to continuously monitor and enhance the company's sales services.

Uploaded by

steevand
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
  • 1.0 Objective: Describes the purpose of establishing procedures to evaluate customer feedback for service improvement.
  • 3.0 Responsibility: Details the responsibilities of sales staff to comply with the SOP guidelines.
  • 2.0 Scope: Covers the applicability of the procedures to the Sales Department for feedback collection.
  • 4.0 Accountability: Defines accountability for SOP implementation within the department.
  • 5.0 Abbreviations and Definitions: Provides terminology definitions used throughout the SOP document.
  • 6.0 Procedure: Outlines detailed processes for collecting and using customer feedback effectively.
  • 8.0 Distribution: Describes how the SOP master copy is distributed within the organization.
  • 9.0 History: Provides historical context of SOP revisions and updates.
  • 7.0 Forms and Records (Annexures): Lists and references the forms used for documenting customer satisfaction.
  • Annexure-I: Customers Satisfaction Form: Displays the form for customers to provide feedback on service performance.

1.

0 Objective

To lay down a procedure for collecting views of the customers about the
Sales Services of the company and also for obtaining suggestions of the
customers for future improvement.

2.0 Scope

This standard operating procedure shall is applicable to the Sales Department


for obtaining periodic feedback from the customers regarding the Sales
Services.

3.0 Responsibility

3.1 It shall be the responsibility and accountability of the concerned persons


of the Sales Department to comply with the procedure laid down in this SOP.

3.2 The Q.A. Department shall be responsible and accountable for the
distribution of the controlled copies

4.0 Accountability

4.1 Head Sales and Head QA shall be accountable for implementation of this
SOP.

5.0 Abbreviations and Definitions

SOP : Standard Operating Procedure

QA : Quality Assurance

G.M.P : Good Manufacturing Practices

FG : Finished Goods
WHO : World Health Organization

ISO : International Organization for


Standardization

6.0 Procedure

6.1 The Sales department shall make every effort to promptly supply the
products manufactured by the company to the full satisfaction of the
customers in respect of quality and packing of the products.

6.2 Periodically information’s shall also be obtained from the field staff.

6.3 The concerned persons of the Sales Department shall give due
consideration to the information’s received from the customers and the field
staff and the same shall be rectified at the earliest as far as possible.

6.4 To obtain feed-back from the customers the Sales Department shall
prepare a list of distributors to whom company products are sold.

6.5 The Sales Department shall send a circular to all the distributors to get
feedback in the respect of the Sales Services provided by the company. They
shall also be requested to send their suggestions, if any, for future
improvement.

6.6 Along with the circular, Customers Satisfaction Format (Annexure-I) shall
be sent to each customer
(distributor) on which the customers shall send their remarks about the Sales
Services provided by the company.

6.7 The customer’s satisfaction shall be based on the marks awarded by the
customers to the company in respect to the Sales Services. There shall be a
gradation of the quality of Sales Services such as Excellent, Very Good, Good
and Poor which shall carry the marks of 4, 3, 2 and 0 respectively.
6.8 After the receipt of the feedback of the customers and suggestions for
the improvement, if any, the Sales Department shall take necessary actions
for removing the deficiencies in the services, if any, and appropriate action
shall also be taken regarding the suggestions of the customers for future
improvement.

6.9 It shall be the responsibility of the Sales Department to ensure good


quality Sales Services so as no customer awards customers’ satisfaction
marks less than 10 points out of 20 marks.

6.10 The customer’s feedback about the Sales Services rendered by the
company shall be obtained once a year.

7.0 Forms and Records (Annexures)

7.1 Customers Satisfaction Form – Annexure-I

8.0 Distribution

8.1 Master copy – Quality Assurance

8.2 Controlled copies – Quality Assurance, Production, Quality Control,


Stores

9.0 History

Revision
Date Reason for Revision
Number

– – New SOP
Annexure-I

Customers Satisfaction Form

Name of Customer Firm:


_______________________________________________

Address: ______________________________________

GRADATION EXCELLENT V. GOOD GOOD POOR

DESCRIPTION
OF SERVICE MAX. 0 Marks
4 Marks 3 Marks 2 Marks
[Link]. MARKS

Promptness of replies regarding


1.
queries

2. Delivery Performance
3. Packing of Products

Adequacy of particulars (Batch


4. No., Exp. Date etc.) on the
invoices and Packing’s.

5. Overall Service Performance

Total Maximum Marks: 20 Marks

Total Marks Awarded by the customer to the company:


__________________ i.e. ________________%
Suggestion for Improvement (if any):

_____________________________________________________________
_______________________

_____________________________________________________________
_______________________

Signature ______________
Name ___________________

Date ______________

Partner or Proprietor ___________________

Stamp ______________

Follow up action by M/s BPRL Private Limited:

_____________________________________________________________
_______________________

_____________________________________________________________
_______________________

(Authorized Signatory)

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