BRC Clause 1.1.3 - Any customer performance reviews
Hi everyone,
Can someone help me clear an issue I 'm having with an external consultant on clause 1.1.3 on the minimum requirements for the management review?
The requirements state 'any customer performance (or feedback) reviews'. 2 years ago we held a customer satisfaction survey and we stated in our procedures that we will do this every 3 years.
Now this consultant is telling us, we must do it yearly.
Clause 1.1.3 tells us do hold a management review at a minimum of once a year. But it's not required to hold a customer satisfaciton survey every year. Or a I wrong? For me a customer satisfaction survey is just a form of customer feedback.
Kind regards,
Koen
Clause 1.1.3 tells us do hold a management review at a minimum of once a year. But it's not required to hold a customer satisfaciton survey every year. Or a I wrong? For me a customer satisfaction survey is just a form of customer feedback.
Kind regards,
Koen
Nope, you have no obligation to hold a customer feedback survey on an annual basis, unless you've said in one of your own procedures that you're going to do it every year.
For the purposes of your management review you can e.g. look at rate/nature of complaints vs. the targets you've set.
Dear pHruit,
Thanks for the clarification! Indeed we trend our complaints against a target we set. So we 're on the right track!
Regards,
Koen
Hi everyone,
Can someone help me clear an issue I 'm having with an external consultant on clause 1.1.3 on the minimum requirements for the management review?
The requirements state 'any customer performance (or feedback) reviews'. 2 years ago we held a customer satisfaction survey and we stated in our procedures that we will do this every 3 years.
Now this consultant is telling us, we must do it yearly.
Clause 1.1.3 tells us do hold a management review at a minimum of once a year. But it's not required to hold a customer satisfaciton survey every year. Or a I wrong? For me a customer satisfaction survey is just a form of customer feedback.
Kind regards,
étant donnée que la revue de direction est effectuée une fois par an , il est nécessaire alors d'avoir des données sur le retour d'information de la part des clients à la date voulue (élément d'entrée obligatoire !!), NB: l'enquête satisfaction n'est qu'un outil parmi d'autres ...à mon avis c'est la fréquence annuelle des revues de direction qui vous oblige d'avoir ces données "au moins une fois par an" pour assurer la cohérence..les exigences sont toujours à interpréter d'une façon logique