EXTERNAL - CLIENT SURVEYS   
Delegated Staff:
Management Rep, Marketing / PR and all Staff.

The Quality Department / Marketing / PR proposes a survey to determine the customer needs and requirements at Nashua Limpopo to improve the Quality standards to our clientele.

These surveys consist of proposed questions selected by all the individual Managers and Staff to the best of their ability in determining and improving the needs of our customers. By conducting this survey we receive considerable and valuable feedback from our clientele in assessing valuable information and statistics in improving quality to our clientele as well as Nashua Limpopo.

It is of vital importance that we gain information to measure and improve the Quality standards of our company to provide optimum and professional service to our clientele.




The "Client Surveys" are a method whereby the individual Branches / Departments select random (New and Existing) clients and their telephone numbers. The selected Nashua staff then conduct a survey (Telephonic or hand to client) and request required information as laid out on the survey sheet prepared by their Branch / Departments.
 
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The staff members conducting the surveys would then return the Survey Sheet to their Dept.Manager / ISO rep who will analyse them in case a trend forms. If there are any problems the Manager / Iso Rep. will call the client to sort out these problems.

If a trend forms the Manager is informed and the survey sheets are brought to the quality meeting where these problems are addressed. The Management Representative & Marketing / PR, will then revise and assess the input and comments on these summarized survey sheets and report back to management.

The negative feedback as well as the compliments will be addressed and a solution will be proposed in rectifying and improving these problem areas if a re-occurrence is found.

The Questions may be restructured at any time, by any specific Department / Branch providing that these questions will bring valuable input as well as Quality benefits to the clientele and Nashua Limpopo.

The individual result as well as summarised survey sheets will be stapled together and retained in a file for a minimum period of one year at the individual Branch / Departments. from the date of survey conducted, and then shredded.