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What does your certification standard require on Customer Satisfaction


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Simon

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Posted 03 May 2013 - 03:23 PM

Just doing a bit of research and wanted to know what requirements are contained in the area of customer satisfaction measurement in the various standards that members work to.

Thanks for your input.

Regards,
Simon


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abhagat

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Posted 06 May 2013 - 09:04 PM

Customer complaint management and trending (using Pareto charts etc.)



bill1952

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Posted 10 May 2013 - 03:09 PM

Simon,

We use a program..Salesforce.com and I can track numerous custermer issues both quality and food safety issues.  Many customers have specs and they are very focused about them being followed. Because we make chocolate covered candy there is size, shape, color, flavor, texture, bloom, etc that we track daily.  We look to the 'Voice of the Customer' to meet their expectations. Some think we should exceed expectations but the process does not allow for that.

By getting product made correctly and then on time in the correct amount is a dashboard we use.

 

Bill






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