A comprehensive checklist for auditing customer communication and satisfaction processes in aerospace and defense organizations against AS9120 requirements, focusing on customer needs assessment, feedback collection, and satisfaction measurement.
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About This Checklist
The AS9120 Customer Communication and Satisfaction Audit Checklist is a crucial tool for aerospace and defense organizations to ensure compliance with customer-related requirements of the AS9120 standard. This comprehensive checklist focuses on evaluating and improving customer communication processes, feedback mechanisms, and satisfaction measurement within the aerospace supply chain. By implementing this checklist, companies can enhance their customer relationships, improve responsiveness to customer needs, and maintain compliance with AS9120 requirements, ultimately contributing to increased customer satisfaction and loyalty in the aerospace industry.
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Indicate whether customer property is identifiable.
Select the status of customer property handling.
Provide details about the documented procedures.
Provide the frequency in months.
Provide a detailed description of the incident reporting process.
Provide a brief description of the survey methodology used.
Select the appropriate response rate category.
Provide the NPS score from the latest survey.
Provide a detailed description of the feedback analysis process.
Indicate whether there is a follow-up system.
Indicate whether an engagement strategy exists.
Select the frequency of engagement activities.
Provide the retention rate as a percentage.
Provide a detailed description of the feedback collection and analysis process.
Enter the date of the last engagement activity.
Indicate whether product information is available.
Select the frequency of product information updates.
Provide the average response time in hours.
Provide a detailed description of the communication channels used.
Enter the date of the last product information update.
FAQs
The checklist includes items to verify processes for capturing, documenting, and reviewing customer requirements, including both stated and implied needs specific to aerospace products and services.
It addresses the establishment and maintenance of feedback channels, methods for collecting customer feedback, and processes for analyzing and acting upon customer input and complaints.
The checklist includes verification of processes for identifying, verifying, protecting, and safeguarding customer-supplied property, including intellectual property and sensitive data.
It covers the implementation of customer satisfaction surveys, performance metrics tracking, and analysis of customer retention rates to gauge overall satisfaction levels.
The checklist includes items to verify that accurate and complete information about products, services, and order status is communicated to customers in a timely and accessible manner.
Benefits
Ensures compliance with AS9120 customer-related requirements
Improves customer communication processes and responsiveness
Enhances customer satisfaction measurement and analysis
Reduces risks associated with miscommunication or unmet customer expectations
Facilitates continuous improvement in customer service quality