CUSTOMER SATISFACTION FEEDBACK FORM

Name Of organization :
Date :
Contact No :

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(TickMark the applicable one)

Rating Grade	1	2	3	4	5
	Lowest				Highest
Delivery Performance vs. Committed schedule.	Delivery never on time	10% to 50% on time	50% to 75% on time	75% to 90% on time	>90% on time

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Speed of information on order status	Never provided	Sometimes provided. but inadequate & late	Sometimes provided. but adequate & timely	Normally adequate information provided in time	Full information always provided in time

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Overall product quality	Never meets requirements(0%)	Sometimes meets requirements(0%-50%)	Normally meets requirements(50%-70%)	Mostly meets requirements but not always(70%-95%)	Always meets requirements(100%)

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Weight shortage	Always short on weight >(50%)	Normally short on weight but not always(30%-50%)	Sometimes short on weight(20%-30%)	Very few weight shortage(0%-20%)	No weight problem(0%)

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Effect of BCCL product quality on your final product quality	Numerous customer complaints & rejects(>50%)	Occasional customer complaints & rejects,but not numerous(30%-50%)	Occasional customer complaints & rejects(20%-30%)	Few customer complaints & rejects(0%-20%)	No customer complaints & rejects(0%)

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Response time for customer cmplaint handling.	No response	Response within 7 days	Response within 3 to 5 days	Response within 2 days	Response within 24 hours

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Complaints	Not resolved till date	Took more than 30 days to resolve	Took more than 15 days to resolve	Took more than 10 days to resolve	Took more than 7 days to resolve

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Availability & response of sales person	Poor	Normal	Average	Good	Excellent

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Quality of documentation	Documents always have errors	Documents normally have errors,but not always	Documents sometimes have errors	Documents rarely have errors	Documents are always errors free

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Product knowledge & technical support	Not provided at all	Provided but inadequate & not clear	Provided but inadequate & clear	Adequately provided	Fully provided

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BCCL credit period. vs. others suppliers	Poor	Normal	Average	Good	Excellent

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Condition of containers	Poor	Normal	Average	Good	Excellent

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Safety compliance	Not up to the mark	Rarely up to the mark	Sometimes up to the mark	Mostly up to the mark	Always up to the mark

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Overall Image	Poor	Normal	Average	Good	Excellent

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