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Objective determination of the general satisfaction of the customers with products and services | Qualität Umwelt Management System PB-Nr U04 Customer satisfaction Process owner Ing. Mathe Process purpose and target Objective determination of the general satisfaction of the customers with products and services Interfaces Supplier Process input Customer customer complaints rear wall arene inquiries Customer Process output Management system customer satisfaction index flow process documentation competence the customer satisfaction is determined over 2 ways - representative questioning - customer satisfaction index. The representative questioning we 2 times executed in the year. Thereby at least the following questions must be answered by the representatives and VK SachbearbeiterInnen as objectively as possible. - general satisfaction of the customers with the tiger factory - satisfaction with the price structuring - satisfaction with the dates of delivery - satisfaction with the handling of new elaboration - satisfaction with the handling of technical inquiries - satisfaction with the accessibility responsible person for the execution and analysis of this questioning is that q-assigning. The customer satisfaction index is calculated as follows KZI 100 - BRI - 0.25 URI - 0.15 MI - 0.15 LFI - 0.1 TSI 0.05 The following section indices are calculated in each case on at least 4 decimal places. BRI index of justified complaints number of the entitled complaints produced loads 100 Isued by Date of release Version Page Ing. Mathe 00 1 2 PB-Nr U04 Customer satisfaction URI index of unauthorized complaints number of the unauthorized complaints I produced loads 100 MI note index number of customer service notes I produced loads LFI delivery error index number of RWS from false supplies I delivered positions 100 TSI transport damage index number of RWS by transport damages I delivered positions 100 AI fair trading index number of RWS by Kulanzen and cancellations of customer I delivered pos. 100 In the case of the supply to internal customers is to be included the blockings
