Scope

This policy covers all external activities The DESARA Group is involved. The DESARA Group values Customer feedback as part of our continual improvement process.

Procedure

For customer engagements in training or consulting, when the project is complete, the project owner will send the TDG CS Form to the appropriate clients and ask for feedback.

The instructions state to send the completed survey to info@DESARAgroup.com.  This provides a common point that is objective.  The admin at info@DESARAgroup.com will forward the feedback to the project owner. 

The project owner will summarize and give the President a report.  If required, improvement actions will be discussed and agreed.  The project owner will follow up to ensure complete implementation of any corrective actions or improvements.

If required, the Senior Account Manager, Executive Vice President, or President may follow up with the client.

Records

The completed TDG CS Forms will be kept for three years. (Scanned soft copy is acceptable).

Emails / minutes, etc. on corrective action or improvements will be maintained until completion. These records will be kept for one month after the improvements are complete.

Customer Satisfaction Feedback Policy 011-A | May 1, 2009