Customer Satisfaction Procedure
Document Control Number
(DCN):
Version Number:
Date:
Document Controller
Location HSEQ Resources (Procedures)
Document Control
Version History
V Description of changes Issue Date
Changes to this document are to be carried out in accordance with Document Control
Procedure.
Document Approvals
Role Name Signature Date
HSEQ Manager
Review timeframe
Review Annually ✘ 3 years 5 Years ✘ When change is required
Note: If no change during a review, then this is to be noted on the Version History on SharePoint
only. All other changes are to be noted on the table above.
2 of 10
Table of Contents
1. General.................................................................................................................................... 4
2. Purpose................................................................................................................................... 4
3. Scope....................................................................................................................................... 4
4. Definitions............................................................................................................................... 4
5. Feedback in general............................................................................................................... 5
5.1. What is Feedback?......................................................................................................... 5
5.2. How is Feedback received?............................................................................................5
6. Responsibilities...................................................................................................................... 5
6.1. Managing Director / Chief Executive Officer...................................................................5
6.2. General Managers.......................................................................................................... 5
6.3. Project Managers, Branch Managers, Supervisors.........................................................6
6.4. Marketing Manager......................................................................................................... 6
6.5. HSEQ Manager............................................................................................................... 6
6.6. OPEC College................................................................................................................. 6
7. Collecting Feedback............................................................................................................... 6
7.1. Process - General........................................................................................................... 6
7.2. Process - Minor Works.................................................................................................... 6
7.3. Process - Major Works.................................................................................................... 7
7.4. Process - Other forms of Feedback................................................................................7
8. Complaints.............................................................................................................................. 7
8.1. Managing Complaints..................................................................................................... 7
9. Using Feedback for Quality Improvement............................................................................8
9.1. Monitoring and Reporting on Feedback..........................................................................8
Annex A - Process Map – Online Survey........................................................................................... 9
Annex B - Online Survey Instructions............................................................................................. 10
Annex C – Other feedback Process................................................................................................. 14
Appendix A - ISO 9001 Requirement................................................................................................ 15
3 of 10
1. General
One of the best methods in continuing to provide excellent service to our clients, is by
reviewing and responding to complaints, compliments and or comments.
We encourage feedback from our clients, as it provides a valuable opportunity to determine
if we need to make changes to improve our service delivery.
Why do we do it? Apart our goal in providing superior service delivery, we have an
requirement under our certification to ISO 9001:2015, to monitor Customer feedback, to
determine whether we have met the specified and perceived requirements of our customers.
2. Purpose
This procedure describes the actions required to obtain, monitor, analyse and report on
customer feedback.
3. Scope
The scope of this procedure applies to OPEC and Subsidiaries to assess the level of
customer/client satisfaction.
4. Definitions
The customers/client’s perception of the degree to which the
customer/client’s stated or implied expectations have been fulfilled.
Satisfaction
It can vary from high satisfaction to low satisfaction. (Reference:
ISO 9000:2015).
The term feedback is used to refer to a comment or an opinion
expressed about a product or service, or an interest expressed in a
Feedback product or a service. It may also be used to refer to the customer
complaints-handling process itself (reference: ISO 9001:2015 - Plain
English Definitions).
In the context of ISO 9001, a complaint refers to an expression of
dissatisfaction with a product or service and is filed by a customer
Complaint and received by an organization. Whenever a customer lodges a
complaint, a response is either explicitly or implicitly required
(Reference: ISO 9001:2015 - Plain English Definitions).
An expression of satisfaction/ respectful acknowledgment of the
service delivery standard, customer focus and exemplary employee
Compliment
conduct where expectations regarding; efficiency, effectiveness,
fairness, accessibility and responsiveness, are exceeded.
Correction Action to eliminate a detected nonconformity. (ISO 9000).
Action to eliminate the cause of a detected nonconformity and to
Corrective Action
prevent recurrence. (ISO 9000).
The process by which OPEC can escalate a complaint or other
Escalation
feedback for final determination when necessary.
4 of 10
5. Feedback in general
5.1. What is Feedback?
5.1.1. As described in para 4. Definitions, the ISO definition of Feedback is the
term is used to refer to a comment or an opinion expressed about a
product or service, or an interest expressed in a product or a service. It is
not dissimilar to the dictionary meaning, where it is defined as
“Information about reactions to a product, a person's performance of a
task, etc. which is used as a basis for improvement”.
5.2. How is Feedback received?
5.2.1. Feedback (i.e., a compliment, suggestion, or complaint) may be received
either one of two ways, either directly or indirectly.
5.2.2. Direct feedback can be in the form of either a letter, email, or verbally (in
person or over the telephone). Our key method of receiving feedback
from our clients is via the use of our Online Satisfaction Survey form.
5.2.3. Indirect feedback can be in the form of repeat business by our existing
clients; new referrals; and or via a review of timely payment of invoices
with no disputes.
6. Responsibilities
6.1. Managing Director / Chief Executive Officer
6.1.1. Determining the appropriate measures, methods, and use, for monitoring
and measuring of customer satisfaction.
6.1.2. Reviewing and analysing trends and recurrences of Nonconformities,
complaints and recommending appropriate remedial action.
6.1.3. Assign an appropriate person to investigate the validity of any formal
complaints and provide final authority of the disposition of all complaints
and other issues arising from customer feedback.
6.2. General Managers
6.2.1. Liaise with their customer/client at the completion of a Project/contract, to
initiate the satisfaction process
6.2.2. Review received feedback and present a summary during the Monthly
Management Meeting.
6.2.3. Investigate the validity of any formal complaints and respond in an
appropriate manner as dictated by the feedback received.
6.2.4. Request a debriefing from the Tendering Team after the completion of
every approach to market/tender submission, even if we were successful.
5 of 10
6.3. Project Managers, Branch Managers, Supervisors
6.3.1. Are responsible for ensuring that their actions on site meet or exceed
customer requirements.
6.3.2. Managing onsite complaints without delay.
6.3.3. Where required, review customer satisfaction submissions and initiating
any follow up action.
6.4. Marketing Manager
6.4.1. Establish and maintain the online Framework and approving external
communications templates.
6.5. HSEQ Manager
6.5.1. Maintain this procedure ensuring that it meets with the requirements of
the current ISO 9001 Standard.
6.5.2. Ensure that this document is regularly reviewed, and the current
approved version is available online.
6.5.3. Manage any Feedback reports raised via the Companies QSE Reporting
Portal.
6.6. OPEC College
6.6.1. OPEC college shall use their own process for customer feedback to
comply with the requirements to the Australian Skills Quality Authority
(ASQA).
7. Collecting Feedback
7.1. Process - General
7.1.1. To obtain Feedback there are two primary methods that can be used,
either an online satisfaction survey or a more detailed contract closure
process, including a lesson learnt workshop.
a) For minor works the online survey is recommended, as this is an
easy and convenient method for our clients to provide feedback.
b) For Major works, this will require a more formal contract closure and
lessons learnt workshop which will be project specific.
7.1.2. Either feedback process will depend on the size of the Project and will be
determined by the Divisional GM.
7.2. Process - Minor Works
7.2.1. This is generally referred to as a Post Service Survey. This type of survey
focuses on the client’s satisfaction with the service we have provided and
needs to occur as quickly as possible after the completion of the Project,
whilst it’s still fresh in the client’s mind.
7.2.2. The following process should be followed:
6 of 10
a) At the completion of a Project, the General Manager initiates the
Feedback Procedure, thus issuing the online Customer Satisfaction
Survey to the client via email.
b) Upon receipt of any feedback via the online Satisfaction Survey, the
Manager shall maintain these records and prepare the information for
discussion at the next Monthly Management Meeting.
7.3. Process - Major Works
7.3.1. For Major and Critical projects, the feedback process needs to be at the
discretion of the Project Manager and signed off by the PMO as being
completed as part of the project close-out process.
7.3.2. The process will depend on the relationship between various
stakeholders within the project environment.
7.3.3. Obtaining feedback from all subcontractors is equally as important as
client feedback as they generally have more of an impact on Project
profitability.
7.4. Process - Other forms of Feedback
7.4.1. If any feedback is received in any form i.e., direct emails, letters etc, the
following process should be followed,
c) the receiver shall raise a QSE, referring to the Project. The Feedback
itself, whether it is an email or hardcopy letters, shall be converted to
pdf and saved as an attachment to the raised QSE.
7.4.2. This feedback is to be shared during the Monthly Management Meeting in
the same manner as reporting on the online survey reports.
8. Complaints
8.1. Managing Complaints
8.1.1. When a client complains, it will be generally for a good reason or maybe
a genuine concern. All complaints and or negative feedback will be
reviewed and may warrant a formal investigation.
8.1.2. A complaint may also be received in person and may generally occur
whilst on a Project Site. In this instance, all complaints are to be directed
to the Project Manager. The Project Manager shall handle the complaint
and can use the following points as a strategy in handling onsite issues:
a) Firstly, stay calm. When a client presents a complaint, keep in mind
that the issue is not personal; he or she is not attacking you directly
but rather the situation at hand. “Winning” the confrontation
accomplishes nothing. A person who remains in control of his or her
emotions deals from a position of strength. While it is perfectly
natural to get defensive when attacked, choose to be the
“professional” and keep calm and listen to the complaint.
7 of 10
b) Listen well. Thank the client for bringing the matter to your attention.
If the fault lies with our process, don’t blame others, and remain
courteous, investigate the matter, and take corrective and
preventative action as needed.
c) Record details of the complaint. Go through the complaint in detail
so you can understand exactly what the problem is and check again
that you understand the details correctly. Keep records of all
complaints. This will help you identify any trends or issues.
d) Discuss options for fixing the problem. Ask the client what
response they are seeking. Decide if the request is reasonable and if
in doubt, consult with Management.
e) Act quickly. Aim to resolve the complaint quickly. If you take a long
time, they tend to escalate.
f) Follow Up. Contact the client to find out if they were satisfied with
the resolution. Ensure that you document their responses
accordingly.
9. Using Feedback for Quality Improvement
9.1. Monitoring and Reporting on Feedback
9.1.1. The evaluation of Customer Satisfaction is part of continual quality
improvement, and this is achieved by Monthly reporting on customer
satisfaction.
8 of 10
Customer Satisfaction Online Survey Process
9 of 10
Customer Satisfaction Other Feedback Process
10 of 10
