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AS9120 Customer Communication and Satisfaction Audit Checklist

A comprehensive checklist for auditing customer communication and satisfaction processes in aviation distribution, ensuring compliance with AS9120 standards and best practices in aerospace customer service management.

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 an essential tool for aviation distributors to evaluate and improve their customer-focused processes. This checklist addresses key aspects of customer interaction, feedback management, and satisfaction measurement as specified in the AS9120 standard. By implementing this checklist, organizations can enhance their customer service, improve communication channels, and ensure compliance with aerospace industry requirements, ultimately leading to increased customer satisfaction and loyalty in the competitive aviation distribution sector.

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Industry

Aerospace and Defense

Standard

AS9120 - Aerospace Distribution QMS

Workspaces

Aviation Distribution Customer Service Center

Occupations

Customer Service Manager
Sales Representative
Quality Assurance Specialist
Customer Experience Analyst
Aerospace Account Manager
1
What communication methods are being utilized for customer interactions?
2
How would you rate the overall customer satisfaction?
3
Is there a system in place for collecting customer feedback?
4
What is the average response time to customer complaints (in hours)?
Min: 0
Target: 24
Max: 72
5
What is the current status of unresolved complaints?
6
How would you rate the quality of customer interactions?
7
What is the percentage of follow-ups conducted with customers after interactions?
Min: 0
Target: 80
Max: 100
8
What are the common themes in customer feedback?
9
Are employees trained regularly on customer service best practices?
10
When was the last customer satisfaction survey conducted?
11
What customer service improvement initiatives have been implemented?
12
On a scale of 1-10, how would you rate the impact of the initiatives on customer satisfaction?
Min: 1
Target: 7
Max: 10
13
What barriers have been encountered in improving customer service?
14
When is the next review date scheduled for assessing these initiatives?
15
Are customers involved in the feedback and improvement process?
16
What is the average time taken to resolve customer issues (in hours)?
Min: 0
Target: 24
Max: 72
17
What category does the current contact volume fall under?
18
Provide a summary of the key feedback received from customers.
19
Are CRM tools utilized to manage customer interactions?
20
When was the last performance review for customer service metrics conducted?
21
Which channels are used for customer engagement?
22
On average, how often do you engage with customers (in times per month)?
Min: 0
Target: 10
Max: 100
23
What key strategies are employed to engage customers?
24
Are metrics for customer engagement tracked regularly?
25
When was the last review of customer engagement strategies conducted?

FAQs

The primary focus is to assess and improve an organization's processes for communicating with customers, managing feedback, and measuring customer satisfaction in compliance with AS9120 requirements for aviation distributors.

By ensuring effective customer communication and satisfaction measurement, the checklist helps organizations identify areas for improvement, address customer concerns promptly, and maintain high-quality standards in their products and services.

The audit covers areas such as customer inquiry handling, order processing communication, complaint management, customer satisfaction surveys, and feedback analysis processes.

These audits should be conducted at least annually, with more frequent reviews of customer feedback and satisfaction metrics recommended for continuous improvement.

The audit process should involve customer service representatives, sales managers, quality assurance personnel, and senior management responsible for customer-related strategies.

Benefits of AS9120 Customer Communication and Satisfaction Audit Checklist

Ensures compliance with AS9120 customer-related requirements

Improves customer communication and feedback processes

Enhances customer satisfaction measurement and analysis

Supports continuous improvement in customer service

Strengthens customer relationships and loyalty