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TSP performs periodic Service Report Card Surveys on service and support for the Customer Service
Center and on-site technical support. Quality Surveys are most often electronically generated and
sent out via email, and are designed to assess service skills, areas of improvement, user needs,
courtesy, technical expertise, and to determine an overall satisfaction rating.
All customer feedback is reviewed by the FSM, and if “fail” or “did not meet expectations” responses
are indicated on the Service Report Card, then a complaint is opened, and a corrective action plan
must be in place within two weeks. The FSM conducts follow-up with the customer two months after
implementation of the corrective action plan to ensure that the actions taken have been successful.
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