1. Customer Satisfaction Survey Introduction

2. Introduction Purpose Scope Opportunity
Build systematic global customer satisfaction survey to understand well customer requirements and to require internal improvement.
Scope
Each Sales region by account at rank 150
Opportunity
China：1 time per year, by the end of every year
Other areas will depend on every region QA or Marketing dept decision

3. Inform customer by Mail
How to send out mail to customer?
Sales person to fill in customer information in QFS

4. Step1--- Login in QFS Enter into Employee Zone of Advantech ( URL: tw/) and login in with your full mail address such as advantech.com.cn,
If you have forgot your Employee password,
please click here, then system will send you
password by mail

5. Click “Work” and select “Quality Feedback System”

6. Step2---Enter Customer Satisfaction Survey Select Customer Satisfaction Survey in ‘Quality & Other Services’ quality section
Choose the region you belong to and then click

7. Mail Example
Step3---Send mail automatically Confirm customer you want to survey located area select it and you can see below picture, fill in customer’s data and send, and then customer will receive the mail for survey request
Survey Form

8. Step4---Customer fill in and send back After customer finish the survey form and click ‘submit’, the result will be recorded into QFS system, and the ‘Appreciation’ display is shown

9. Find survey result from QFS How to find survey result?
in QFS system

10. Survey Result Find After customer finish survey, system will feedback the result to QFS system, we can get result from “Survey Result ” by area

11. Access Definition for Survey Result
Except CQA and each region owner, the other employees only can find out survey result which not include customer information (mail, contact person and telephone)
CQA access is set ok by mail address as criteria, each region is under confirmation
For example:
Can see customer information
Just can see survey result and customer information is invisible
Cause customer information is confidential, so access need to be controlled

12. Fill in corrective action in QFS
How to fill in corrective action
If survey result is not good
---Under Plan

13. Will announce detailed in future, the current plan is as following,
Require action according to nonconformity items
Action reply and records
Action follow up

14. Survey website expected finish time
Progress till now
Region
Schedule
QFS
Survey website expected finish time
Taiwan OK
Mainland
Japan
Europe
Awaiting confirmation with Bo.Li
USA
Awaiting confirmation with Billy.Cheng