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QUALITY SYSTEM
PROCEDURE
质量体系程序
Number文件编号：
MC-C5-02
Department 部门：
AQP项目部
Subject文件名称：
Customer Satisfaction Measuring Procedure 顾客满意度调查程序
Revision 版本:
1.0
Effective Date 生效日期：
2021-1-1
Page 1 of 6
批准：
审核：
作成：
Change History
变更记录,
Revision 版
本
Effective Date
生效日期
Originator
编写人
Reasons for Change
修改原因
1.0 Purpose 目的
The purpose of this procedure is to ensure that customer satisfaction is measured systematically and
certain actions are taken for future improvement.
本程序确保针对客户满意度有系统地进行监测，并采取措施积极改进
2.0 Scope 范围
All customers input and perception on the company, product and service provided.
本程序覆盖所有对公司、产品以及服务有所需求的客户。
3.0    Definitions 定义
None/无
4.0    Responsibility and authority 职责与权限
4.1AQPdept.项目部：
1)is responsible to draw up, send and collect of Customer Satisfaction Survey.
负责客户满意度调查表的编制，发出，接收和统计。
4.2Quality dept.质量部:
1)is responsible to statistic and inform related responsible department to analyze and take
actions to correct and improve those unsatisfactory aspects.客户不满意问题的整理，并通知相
关责任部门去分析并采取措施纠正提高客户满意度。
2)follow-up and verify the effectiveness of actions.负责对措施的跟踪和验证。
4.3Related responsible Dept, in questionnaires.客户满意度调查表中的相关责任部门
Questionnaires
Inquiry
repo∩se
On time
delivery
Capacity
support
Flexibility
Customer
service
Quality
complaint
Quality
improvement
Technical
customer
service
Responsible dept.
AQP
Logistic
AQP
AQP
Quality
Quality
AQP
5.0 Procedure 程序
5.1Customer Satisfaction Management 顾客满意度管理
Information and data related to customer satisfaction are acquired from quality performance data and from
customer feedback and complaints, to include one or more of the following：
有关顾客满意的信息和数据来自于质量绩效数据和顾客抱怨和反馈，包括下面一项或更多项：
a)Delivered part quality performance 交付产品的质量绩效
b)Delivery schedule performance 交付及时性绩效
c)Customer complaints and feedback 顾客抱怨和反馈
d)Customer disruptions and field returns 顾客的中断和返回
e)Customer satisfaction surveys 顾客满意调查
f)Customer notifications 顾客通告
g)Awards and recognitions from customers, associations and consumer groups
顾客，团体和消费体的表彰和承认
h)Business reports 业务报告
i)Lost business失去的业务
Results of initial process studies and statistical data from process monitoring are compiled and evaluated
monthly by the Quality Department. Conclusions are compared to those from preceding periods, to identify
trends.
来自于过程监控的初期过程能力研究结果和统计数据由质量部门每月编辑和评价,比较以前的那些结论然后识
别趋势.
5.2External Survey on Customer Satisfaction(Applied for all customers)顾客满意度的外部调查(适用于所有
客户)
5.2.1Ways of Survey on Customer Satisfaction 顾客满意度的调查方式
(1)Keep in touch with customers and call on the customers regularly
保持与顾客沟通，定时拜访顾客
(2)Receiving complaints and confirm customers, opinions after the processing of complaints
接收投诉并确认投诉处理后顾客的意见
(3)Questionnaire
问卷调查
5.2.2Questionnaire in Customer Satisfaction Survey 顾客满意度的问卷调查方式
5.2.2.1Customer satisfaction Survey can be sent by:
客户满意度问卷通过以下途径发放：
a)If possible, every year AQP should arrange visits to customers and fill Customer
Satisfaction Survey with customers together. All results/feedbacks must be recorded.
可行时，每年项目部都应该组织客户拜访并同客户一起填写客户满意度问卷。所有结果及反馈
信息记录在案。
b)If we cannot communicate with customer on site, AQP prepares the customer
survey∕questio∩∩aire and sends it to customer, target once a year. And confirm the reply
date with the customer.
无法现场与客户进行沟通调查时，项目部准备客户调查表每年发放给客户，一年一次。并与
客户联系确认回复日期。.
5.2.2.2More than 100% of the on service customers should be inquired.所调查年份内有交易的
100%以上的顾客应该被调查到。
5.2.2.3Quality dept. collects the survey/questionnaire and counts the score. Quantified 10 points
system is used in the survey.
质量部收集与整理调查表，进行分数统计。调查采用量化10分制。
5.2.2.4Related responsible dept, find out correction and further improvement by the examin
ation
and analysis of customer survey/questionnaire, if the score is lower than the average level.
For corrective action, please refer to Corrective and Preventive Procedure.
如果单项分数低于平均水平，责任单位通过对客户问卷的调查和分析，查需要纠正和改善的
地方。参照纠正和预防措施程序的要求采取纠正预防措施。
5.3客户满意情况也可通过如下方面进行内部监控：
5.3.1Delivered part quality performance 交付产品的质量绩效
Information about the quantity of nonconforming compounds delivered to customer is acquired from
customer的中文意思monthly performance reports from customers. Quality dept. is due to follow up the yield rate of
compound before and after delivery, and report it every month.
有关交付不合格产品给顾客的信息来自于顾客每月的绩效报告里，或者产品交付前后的合格率情况由
质量部们跟踪统计，并每月汇报。
5.3.2Customer disruptions and field returns 顾客中断和外部退货
Information about customer disruptions and field returns is acquired from monthly customer