Survey Templates Surveys CH Process Survey

CH Process Survey

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Dear organic retailer:

Thank you for participating of this survey.

I am marketing student undertaking an academic research entitled: ‘Benchmarking complaints-handling: finding best practices from green retailers’.

The survey will ask questions about complaint handling.

Answering the questionnaire is easy and quick. Most questions need you to simply click on the answer that better reflects your opinion. It will take approximately 10 minutes to complete the questionnaire.

I greatly appreciate your support and in turn, if you would like to receive a summary report, please contact me (see details below)

DATA PROTECTION: Your responses will be strictly confidential and data from this research will be reported only in the aggregate. Your information will be coded and will remain confidential. No personal identifiable information will be asked.

CONTACT: If you have questions at any time about the survey or the procedures, you may contact myself, Olivia Rodriguez at 07706 665 353 or by email at the email address specified below.

Thank you very much for your time and support. Please start with the survey now by clicking on the Continue button below.

Best regards,

Olivia Rodriguez
MA Marketing Management Student

Select your job title from the menu below:

How many employees there are in your organisation?

How many organic boxes do you deliver per week?

Is your organisation accredited with a national or international standard certification? (e.g. ISO, ITIL, etc. )

If, yes, Please speicfy:

1. How does handling customer dissatisfaction/complaints fit in your organisation? Is the customer always right?

2. What is the process for handling dissatisfaction/complaints in your organisation?

3. Who has ownership of the process?

4. As far as the process of handling complaint is concerned, what is the role of a)top management, b)line manager(s) and c) front-line staff ?

5. Which element(s) would you consider to be key to the complaints handling process in your organisation? What are the best elements of your CH process?

6. What would you say are the benefits of your CH process

7. Are there any problem areas you can identify in your CH process?

8. Are there any opportunity areas you can identify in the way you handle customer complaints?

9. How do you identify areas for CH improvement?

10. How is your policy process to handle customer complaint developed?

11. What are some barriers, if any, that you have encountered in handling complaints? And how have you overcome the barrier(s)?e.g. Staff turnover? Lack of key support? Lack of resources? The process? Communication?

12. What effect(s), if any, have the complaint handling strategy had on your organisation?

13. Is information resulting from complaints used in any way?

14. What is your organisation achieving in relation to the satisfaction of its customers?

15. If you assess your customer perceptions, how do you do it? What element/s is/are taken into account?

16. Do you have a corporate complaints training programme?

17. Do you measure and report CH performance and outcomes?

18. How often do you evaluate your CH process performance?

Please respond 'Yes' or 'No' to the following questions:

	Yes	No
Do you have a policy or system for handling dissatisfaction/complaints?	Yes	No

Does it comply with any national/international standard?	Yes	No

Do you have a documented policy on dissatisfaction/complaints handling?	Yes	No

If you comply with a national/international standard, please specify which one:

	Customer Service Manager	Sales/Marketing Manager	Other Managers	Customer Service Team	Contact or frontline staff	No-one specially responsible/authorised	CEO/GM	All staff	Other
Who deals with complaints in your organisation?	Customer Service Manager	Sales/Marketing Manager	Other Managers	Customer Service Team	Contact or frontline staff	No-one specially responsible/authorised	CEO/GM	All staff	Other

The complaint-handling policy is established by:	Customer Service Manager	Sales/Marketing Manager	Other Managers	Customer Service Team	Contact or frontline staff	No-one specially responsible/authorised	CEO/GM	All staff	Other

Managing the complaint-handling system/process is responsibility of:	Customer Service Manager	Sales/Marketing Manager	Other Managers	Customer Service Team	Contact or frontline staff	No-one specially responsible/authorised	CEO/GM	All staff	Other

	Yes	No
Do you communicate your customers how to make a complaint?	Yes	No

If yes, How (Select all that apply)?:

Information brochure

eNewsletter

Feedback/complaint form

Information on web page

Advertised “hotline” to call

Published name of contact person for complaints or inquiries

Other (please specify)

What percentage of your complaints are:

	%
Recorded	%

Not Recorded	%

NA/Unsure	%

When a dissatisfaction/complaint comes in, do you acknowledge receipt?

Never

Seldom

Sometimes

Most of the time

Always

If you acknowledge receipt of dissatisfaction/complaint, specify in which timeframe:

	Timeframe
Hour(s):	Timeframe

Day(s):	Timeframe

Weeks(s):	Timeframe

Month(s):	Timeframe

There is not specific timeframe set (please write '0'):	Timeframe

	Yes	No	Maybe/Sometimes
Have you identified the areas that produce the most complaints?	Yes	No	Maybe/Sometimes

Do you have a recovery process developed for customer complaints?	Yes	No	Maybe/Sometimes

Do you use complaints as a source for improving processes?	Yes	No	Maybe/Sometimes

How much do you agree or disagree with the following staments:

	Strongly Disagree	Disagree	Undecided	Agree	Strongly Agree
There is an analysis and evaluation of complaints	Strongly Disagree	Disagree	Undecided	Agree	Strongly Agree

Complaints are coded	Strongly Disagree	Disagree	Undecided	Agree	Strongly Agree

Complaints are classified for analysis (e.g. by incident, type of compliant, etc.)	Strongly Disagree	Disagree	Undecided	Agree	Strongly Agree

Do you tell your customers what has happened as a result of their complaint?

Never

Seldom

Sometimes

In most cases

Always

Indicate the typical timeframe you acknowledge receipt of dissatisfaction/complaint:

Hour(s):	Day(s):	Week(s):	Month(s):	N/A :
Hour(s):	Day(s):	Week(s):	Month(s):	N/A :

Is the complaint handling policy periodically reviewed?

Yes

If yes, indicate how often and and/or when is the policy reviewed?

Which of the following features does your complaint handling system have (Select all that apply)?

People can complaint or give us suggestions for improvement

A statement of who is responsible for dealing with complaints

A system for keeping the complainant informed of what is happening

A system for recording complaints/ suggestions and outcomes

A definition of a complaint

Information to guide staff on when to use the complaint handling procedures

A provision of responses to the complainaint (e.g. redress, apology, compensation, etc.)

Other, please specify:

The complaint handling policy and its requirements are communicated to:

All staff

Frontline staff

Customer service team

Managers/Senior managers

CEO/GM

Other (please specify)

Answer 'Yes' or 'No' to the following questions:

	Yes	No	Maybe/Sometimes
Do contact staff have specific instructions on how to handle/refer complaints?	Yes	No	Maybe/Sometimes

Do you record the issues complained about?	Yes	No	Maybe/Sometimes

Do you have a complaint handling instructions manual for staff?	Yes	No	Maybe/Sometimes

Are oral or other non written complaints recorded?	Yes	No	Maybe/Sometimes

Are outcomes and responses to complaints recorded?	Yes	No	Maybe/Sometimes

Do you include inquiries/suggestions and/or commendations in your records?	Yes	No	Maybe/Sometimes

Are complaints recorded in any system?	Yes	No	Maybe/Sometimes

Do you have any standard/process in place for the way in which complaints are dealt with?

Yes

If yes, what do they cover (Select all that apply)?

Acknowledgement of receipt within a certain time

Completion/resolution within a certain time

A system of keeping complainants informed of what is happening with their complaint within a certain time

A system for checking that a complaint has been dealt with and acted upon

A system for checking that underlying problems have been identified and acted upon

A system that allows to track individual cases and classify and report on aggregate data

Other (please specify)

If you produce internal reports on dissatisfactions/complaints, do they address any of the following (Select all that apply)? :

Numbers of complaints/suggestions?

Compliance with performance standards?

Issues raised in complaints?

Trends in complaints over time?

Outcomes and remedies provided?

Recommendations/strategies to prevent or limit recurrences?

Service improvements made due to complaints data?

We do not produce/have internal reports on dissatisfactions/complaints

Other (please specify)

Which of your staff receive training (if any) in dissatisfaction/complaint handling (Select all that apply)?

Contact or frontline staff

Line managers

CEO/General Manager/Senior staff

Only staff who deal with dissatisfaction/complaints Designated complaints executive(s)

Customer service team

All staff

Staff do not receive training in this subject

Other,please specify:

Do you conduct any research into customer/client expectations and/or satisfaction?

Never

Rarely

Sometimes

Frequently

Have you audited your dissatisfaction/complaint handling system’s compliance with any British or International standard(s)?

No, but we will consider it OR are considering it

Yes (please name the standard(s)):

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