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CUSTOMER SERVICE QUESTIONNAIRE
SOURCE OF GOODS: BEL POLSKA
CUSTOMER: NME
Date: 30 Sept 2013

Scope & contents

Our mission as a factory is to satisfy our customer’s needs. Below please find the key aspects for our cooperation:
- Communication
- Supply on time
- Goods in expected Quality
- Goods in right Quantity
- Correctness of documents

In order to improve our cooperation we’d like to ask you for feedback regarding our current performance and process.
Below please find eight main points, each of them with a few subsections.
Could you please rate them on a scale from 1 to 10. Please mark the chosen level for the defined process. You can place your comments under each section. If the point is n/a – just leave as it is, or cross it out.
You can place your overall opinion about Chorzele plant service level on the last page.
 
 
1) Communication:
1 2 3 4 5 6 7 8 9 10
a. Reactivity
b. Clearness of emails
c. Phone contacts
d. Quality of Language communication (English, French)
e. Availability/ Working time
f. Daily service
g. Relations
h. Meetings (phone calls, link, visioconference)
i. Reporting, KPIs
j. Correctness of data in SAP system
 
 
 
Comments/Suggestions:
   
 
 
2) Reliability:
1 2 3 4 5 6 7 8 9 10
a. PAMs, implementation of new products
b. PAMs, adjustment to products
c. Orders realization, square portions: kiri + regal picon
d. Orders realization, fresh products tubs: labneh, snow, regal picon and cups: gervais, gervais fluffy, le pot
e. Orders realization, triangular portions: VQR + regal picon + picon
f. Orders realization, big triangular portions: ECL
 
 
 
Comments/Suggestions:
   
 
 
3) Deal with complaints:
1 2 3 4 5 6 7 8 9 10
a. Reactivity
b. Responsibility
c. Clearing process
d. Taken actions
e. Timing
f. Solution to the problem
 
 
 
Comments/Suggestions:
   
 
 
4) Quality, like size, view, color, cardboard quality, design of customer unit + display + carton in brand presentation:
1 2 3 4 5 6 7 8 9 10
a. Quality of finished goods square portions: kiri + regal picon
b. Quality of finished goods fresh products: tubs (labneh, snow, regal picon), cups (gervais, gervais fluffy, le pot)
c. Quality of finished goods triangular portions: VQR + regal picon + picon
d. Quality of finished goods big triangular portions, ECL
e. Quality releasing of finished goods
f. Quality/ factory certificates like (IFS, ISO, Halal, others)
 
 
 
Comments/Suggestions:
   
 
 
5) Quality, logistic unit + pallets at the moment of reception & during storage:
1 2 3 4 5 6 7 8 9 10
a. Quality of finished goods like (size of carton, high of pallet, labels, readability markings, protection, wooden desks) square portions: kiri + regal picon
b. Quality of finished goods like (size of carton, high of pallet, labels, readability markings, protection, wooden desks) fresh products tubs (labneh, snow, regal picon), cups (gervais, gervais fluffy, le pot)
c. Quality of finished goods like (size of carton, high of pallet, labels, readability markings, protection, wooden desks) triangular portions laughing cow + regal picon + picon
d. Quality of finished goods like (size of carton, high of pallet, labels, readability markings, protection, wooden desks) big triangular portions, ECL