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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?

Please list the communication methods (e.g., email, phone, chat).

To assess the effectiveness of communication methods in customer service.
2
How would you rate the overall customer satisfaction?

Select a rating from the options below.

To gauge the level of customer satisfaction and identify areas for improvement.
3
Is there a system in place for collecting customer feedback?

Indicate whether a feedback collection system is implemented.

To determine if feedback mechanisms exist for continuous improvement.
4
What is the average response time to customer complaints (in hours)?

Enter the average response time in hours.

To evaluate the efficiency of complaint handling processes.
Min: 0
Target: 24
Max: 72
5
What is the current status of unresolved complaints?

Select the status of unresolved complaints.

To monitor the progress of complaint resolution.
6
How would you rate the quality of customer interactions?

Choose a quality rating based on customer interactions.

To assess the effectiveness and professionalism of customer interactions.
7
What is the percentage of follow-ups conducted with customers after interactions?

Enter the follow-up rate as a percentage.

To evaluate the consistency of follow-up practices with customers.
Min: 0
Target: 80
Max: 100
8
What are the common themes in customer feedback?

List common feedback themes or comments from customers.

To identify trends and areas for improvement in customer service.
9
Are employees trained regularly on customer service best practices?

Indicate if there is regular training for customer service.

To ensure that staff is equipped with necessary skills for effective customer service.
10
When was the last customer satisfaction survey conducted?

Select the date of the last survey.

To track the frequency of customer satisfaction assessments.
11
What customer service improvement initiatives have been implemented?

Select all applicable initiatives from the list.

To assess the proactive measures taken to enhance customer service.
12
On a scale of 1-10, how would you rate the impact of the initiatives on customer satisfaction?

Enter a score from 1 (low impact) to 10 (high impact).

To evaluate the perceived effectiveness of implemented initiatives.
Min: 1
Target: 7
Max: 10
13
What barriers have been encountered in improving customer service?

Describe any barriers faced in the improvement process.

To identify challenges that hinder customer service enhancements.
14
When is the next review date scheduled for assessing these initiatives?

Select the date for the next review.

To ensure ongoing evaluation and adjustment of improvement strategies.
15
Are customers involved in the feedback and improvement process?

Indicate whether customers are involved in the improvement initiatives.

To determine if customer perspectives are considered in service enhancements.
16
What is the average time taken to resolve customer issues (in hours)?

Enter the average resolution time in hours.

To measure the efficiency of the customer service team in resolving issues.
Min: 0
Target: 24
Max: 72
17
What category does the current contact volume fall under?

Select the category that best describes the current contact volume.

To assess the workload and resource allocation for customer service operations.
18
Provide a summary of the key feedback received from customers.

Summarize the key points from customer feedback.

To capture insights from customer interactions that can inform service improvements.
19
Are CRM tools utilized to manage customer interactions?

Indicate whether CRM tools are in use.

To determine if technology is leveraged for effective customer management.
20
When was the last performance review for customer service metrics conducted?

Select the date of the last performance review.

To track the frequency of performance evaluations.
21
Which channels are used for customer engagement?

Select all applicable engagement channels.

To evaluate the variety of channels available for customer engagement.
22
On average, how often do you engage with customers (in times per month)?

Enter the average number of engagement instances per month.

To measure the frequency of customer interactions and engagement.
Min: 0
Target: 10
Max: 100
23
What key strategies are employed to engage customers?

List the key strategies used for customer engagement.

To gain insights into the strategic approaches to customer engagement.
24
Are metrics for customer engagement tracked regularly?

Indicate if customer engagement metrics are tracked.

To determine if customer engagement effectiveness is measured.
25
When was the last review of customer engagement strategies conducted?

Select the date of the last strategy review.

To ensure strategies are regularly evaluated for effectiveness.

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

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