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AS9120 Customer Communication and Satisfaction Audit Checklist

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.

AS9120 Customer Communication and Satisfaction Audit Checklist
by: audit-now
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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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Industry

Aerospace and Defense

Standard

AS9120 - Aerospace Distribution QMS

Workspaces

Customer Service Centers
Event Venues and Platforms
Office Buildings

Occupations

Customer Service Manager
Account Executive
Quality Assurance Specialist
Marketing Analyst
Technical Support Specialist

1
Are there documented procedures for customer communication?

Provide details about the documented procedures.

To ensure that communication with customers is consistent and meets AS9120 standards.
2
Is there a structured approach to respond to customer feedback?

Select the status of the feedback response approach.

To assess the effectiveness of feedback management in improving customer satisfaction.
3
What is the most recent customer satisfaction score?

Provide the score on a scale from 1 to 5.

To measure customer satisfaction and identify areas for improvement.
Min: 1
Target: 4
Max: 5
4
Describe the process of assessing customer needs.

Provide a detailed description of the assessment process.

To evaluate how well the organization understands and addresses customer requirements.
5
Are there strategies in place for customer retention?

Indicate if retention strategies exist.

To ensure that the organization is actively working to retain customers, which is critical for long-term success.

6
Is there a system in place for identifying customer property?

Indicate whether customer property is identifiable.

To ensure customer property is accurately identified to prevent loss or misuse.
7
What is the current status of customer property handling?

Select the status of customer property handling.

To evaluate how well customer property is managed in compliance with AS9120.
8
Are there documented procedures for handling customer property?

Provide details about the documented procedures.

To ensure that there are clear guidelines for the handling of customer property.
9
How often are audits conducted on customer property?

Provide the frequency in months.

To assess the frequency of audits to ensure compliance and proper management.
Min: 1
Target: 6
Max: 12
10
Describe the process for reporting incidents related to customer property.

Provide a detailed description of the incident reporting process.

To evaluate the effectiveness of incident management concerning customer property.

11
What methodology is used for customer satisfaction surveys?

Provide a brief description of the survey methodology used.

To evaluate the effectiveness and validity of the satisfaction measurement process.
12
What is the average response rate for customer satisfaction surveys?

Select the appropriate response rate category.

To determine the effectiveness of the survey distribution and engagement strategies.
13
What is the current Net Promoter Score?

Provide the NPS score from the latest survey.

To assess customer loyalty and likelihood of recommending the company.
Min: -100
Target: 50
Max: 100
14
How is customer feedback analyzed and utilized?

Provide a detailed description of the feedback analysis process.

To understand the process for analyzing customer feedback to drive improvements.
15
Is there a system in place to follow up on customer feedback?

Indicate whether there is a follow-up system.

To ensure that customer feedback is addressed and acted upon appropriately.

16
Is there an established customer engagement strategy in place?

Indicate whether an engagement strategy exists.

To confirm that the organization actively engages customers, which is vital for retention.
17
How frequently are customer engagement activities conducted?

Select the frequency of engagement activities.

To assess the regularity and consistency of engagement efforts.
18
What is the current customer retention rate percentage?

Provide the retention rate as a percentage.

To measure the effectiveness of retention strategies.
Min: 0
Target: 85
Max: 100
19
How is feedback from customer engagement activities collected and analyzed?

Provide a detailed description of the feedback collection and analysis process.

To evaluate the methods used for gathering and utilizing feedback to improve engagement.
20
When was the last customer engagement activity conducted?

Enter the date of the last engagement activity.

To ensure that engagement activities are timely and relevant.

21
Is accurate product information readily available to customers?

Indicate whether product information is available.

To ensure customers have the necessary information to make informed purchasing decisions.
22
How often is product information updated?

Select the frequency of product information updates.

To evaluate the organization’s commitment to providing current and accurate product details.
23
What is the average response time for customer queries regarding product information?

Provide the average response time in hours.

To assess the efficiency of customer service in addressing product-related inquiries.
Min: 1
Target: 24
Max: 72
24
What channels are used for communicating product information to customers?

Provide a detailed description of the communication channels used.

To evaluate the effectiveness and variety of communication methods employed.
25
When was the product information last updated?

Enter the date of the last product information update.

To ensure that the product information is current and reliable.

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