GOLF SCAPE
Customer Feedback Procedure
Action Name Signature Date
Ownership Tarek Nasr 1/5/2024
Approved Ibrahim Imbaby 1/5/2024
Approved Tharwat Helmy 1/5/2024
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GOLF SCAPE
Customer Feedback Procedure
Summary of Changes
Rev# Issue Date Change Author
1 10/5/2024 - Initial Edition Amin Hatem
2 -
3 -
10
11
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GOLF SCAPE
Customer Feedback Procedure
1.0 Objectives
The purpose of this procedure is to understand the controls used for obtaining and using
customer feedback at GOLF SCAPE Management, it also defines the methods that will be
employed to assess customer satisfaction to determine that our services are meeting the
expectations of our customers. This procedure pertains to all of our common customer service
areas to determine satisfaction levels with the quality of our services and prioritizing
improvements that are most important to our constituents.
2.0 Scope
This procedure is applicable to personal receiving Customer feedback on behalf of GOLF
SCAPE Management conforming to the requirements of ISO 9001:2015, ISO 14001:2015 and
ISO 45001:2018 standards.
3.0 Ownership Statement
The Sales Manager owns this document and is responsible for ensuring its periodic review
for its adequacy, suitability, applicability and its revision wherever and whenever required and
shall ensure its effective implementation.
4.0 References
4.1 Control of Documented Information Procedure.
4.2 Control of Non-Conformity Procedure.
4.3 Corrective and Preventive Actions Procedure.
5.0 Definition Of Terms
5.1 Customer – means the persons giving decision on purchase/use of GOLF SCAPE
Management products or services.
5.2 Customer Complaint – means all kinds of expression of dissatisfaction, notified verbally or
in writing, arising from any deficiency in the promises and commitments we make
concerning our products and services and inferiority in the perceived service quality and
performance of us, irrespective of their being verified by GOLF SCAPE Management for
which an open or implied response/solution is expected.
5.3 Customer’s Recommendation – means notices received by GOLF SCAPE Management
from the customers for improvement of product or service quality.
5.4 Acknowledgement Notice: means satisfaction notices forwarded by the customers to
GOLF SCAPE Management customers with respect products or services.
5.5 Call Activity Form: means a form completed to follow up each complaint received by the
representatives of customer services where a special code is assigned to each customer.
5.6 Customer Feedback – for the purpose of this procedure customer feedback is the term
used to incorporate all aspects relating to compliment, suggestions, comments and
complaints.
6.0 Responsibilities & Authorities
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Customer Feedback Procedure
6.1 The Sales Manager is responsible for establishing timely surveys to assure that
appropriate customer satisfaction data is captured and analyzed to assess the quality of
our services. The Department Managers are responsible for assessing customer
satisfaction for the common areas in which customer interaction occurs in their assigned
areas of responsibility. The Sales Managers are also responsible for analyzing survey
results and proposing improvements in service methods to address problem areas.
6.2 All personnel is responsible to be acquainted with operation and policy of the complaint
process. The employees are liable to meet the customer complaints positively and without
prejudice, record the complaint according to this procedure.
6.3 Top Management function is to determine the Sales Manager for maintenance of the
complaint management system and announce it throughout the company and give
necessary duties and responsibilities; make sure that the complaint management process
and objectives have been established in the organization; make sure that the complaint
process has been planned in compliance with the policy of the organization; define and
allot the management resources required for efficient and appropriate complaint process;
make sure that the information about the complaint process is forwarded to the customer,
complainant and other respective units easily and in an accessible way; define his/her
responsibilities and authorities clearly; make sure there is a process in place for reference
of each significant complaint to the top management in a fast and effective way; and
review periodically to make sure that the management process is maintained and
constantly developed.
7.0 Procedure
7.1 Methods for capturing customer satisfaction data and indicators include:
7.1.1 Customer Complaints
7.1.2 Feedback from customers.
7.1.3 Periodic surveys (phone, on-line, mail).
7.1.4 Daily phone survey
7.2 GOLF SCAPE Management conducts customer surveys as needed to determine satisfaction
in the following areas:
7.2.1 Service Request Response Time.
7.2.2 Site Projects.
7.2.3 Maintenance Services.
7.3 Service Request Response Time surveys will be conducted each year based on a random
sampling of all recorded Service Requests. The frequency of project surveys will be sufficient
to capture ample data in order to fully realize our satisfaction level. To continuous
improvements for future projects, the nature of surveys may vary due to a variety of projects.
Maintenance Services will be assessed seasonally; the method utilized will be determined
according to the specific service being quantified.
7.4 The Sales Manager shall follow up promptly in the event that significant negative
feedback (customer Complaint) is received in order to determine if immediate corrective
action is required. If corrective action is necessary, these customers are re-surveyed at
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GOLF SCAPE
Customer Feedback Procedure
such time the problem is considered closed to ensure corrective action is effective.
7.5 Complaints from customers or interested parties shall be monitored using “Complaints
Register Sheet” .
7.6 Validity and objectivity of the survey data are ensured through the following methods:
7.6.1 Use of a Customer Satisfaction Questionnaire and rating system
7.6.2 Randomly conducted follow up surveys.
7.6.3 Comparisons of customer surveys to other customer satisfaction and/or dissatisfaction
indicators such as complaints.
7.7 Customer satisfaction data trends will be maintained in scorecard results. If results fall below
established acceptable levels, Departmental Managers will determine appropriate corrective
action and improvement plans.
7.8 Records of Customer satisfaction, including statistical information will be subject to review and
assessment at each management review. Records including returned questionnaires,
statistical collations of data and management review will be held on file for a minimum of three
years.
8.0 Appendix
8.1 GOLF SCAPE Customer Satisfaction Questionnaire
8.2 Customer Satisfaction Questionnaire Analysis
8.3 Customer complaint
8.4 Customer complaint register
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