TOP-CSRVY

Trinity Operating Procedures - TOPs

TOP-CSRVY: Customer Surveys

Rev: 12/01/2022

Scope: This procedure covers the process of obtaining customer satisfaction feedback.

Procedure:

STEP WHO WHEN INFO TO USE WHAT TO DO

1 Customer Service Manager Annually Customer Survey; M2M customer list; VP-Sales and Marketing guidance Conduct surveys to gather customer satisfaction feedback.

2 Customer Service Manager Upon survey completion Customer Survey response File electronic survey results in Customer Survey directory; send results to officers and key managers.

3 Customer Service Manager Annually, prior to Management Review Year's Customer Surveys Analyze the year's surveys and submit a comprehensive report for management per TOP-MREVU.

Revision history:

Release Date	Description of Change	Owner	Approver
12/06/2017	Updated to comply with revised Quality Manual and new TOPs format.	Tim Ellis	Todd Sheppard
12/01/2022	Updated to remove line 1, updated the step numbers on the next 3 lines. Change the time frame on the new line 1 from first month of each quarter to annually. On line 3 change VP Sales&Marketing to Customer Service Manager.	Dustin Jump	Todd Sheppard

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STEP	WHO	WHEN	INFO TO USE	WHAT TO DO
1	Customer Service Manager	Annually	Customer Survey; M2M customer list; VP-Sales and Marketing guidance	Conduct surveys to gather customer satisfaction feedback.
2	Customer Service Manager	Upon survey completion	Customer Survey response	File electronic survey results in Customer Survey directory; send results to officers and key managers.
3	Customer Service Manager	Annually, prior to Management Review	Year's Customer Surveys	Analyze the year's surveys and submit a comprehensive report for management per TOP-MREVU.