Customer Feedback Survey

Purpose

A short structured survey used to seek customer feedback, positive and negative, on the Laboratory's service, as an input to improvement (clause 8.6.2) and management review. It is issued with certificates at the frequency defined in SOP-05 and after complex or on-site jobs.

What it covers

• Laboratory use only

How to complete it

1. 1.Issue to the customer with the certificate or by e-mail link; record issue and return in the feedback log.
2. 2.Analyse quarterly by theme; transfer complaints to FRM-11; report at management review.
3. 3.Customer contact details are optional and are used only to respond to the feedback.

Before you use it

• Replace every square-bracket token, starting with [LABORATORY NAME], [ADDRESS] and [EFFECTIVE DATE]. The full token list is in GD-01 Read Me First.
• Have the content technically reviewed against how your laboratory actually works, then approved by the responsible manager before it becomes a controlled document.
• Update the Word fields after editing so the table of contents and page numbers are correct: select all, then press F9.
• Record the document in your own document register and set its review date.

Related documents

• QM-01

  Quality Manual

  Top-level description of the management system against every clause of ISO/IEC 17025:2017.

• SOP-05

  Corrective Action and Improvement

  Raising, investigating, implementing and verifying corrective actions; capturing improvement opportunities.

• CHK-01

  ISO/IEC 17025:2017 Gap Analysis and Self-Assessment

  Clause-by-clause self-assessment with evidence, gap and action columns.

• FRM-01

  Master Document Register

  Register of every controlled internal and external document with revision, status and distribution.

• FRM-02

  Document Change Request

  Request, impact assessment and approval of a change to a controlled document.

• FRM-03

  Records Retention Schedule and Disposal Log

  Retention periods by record type and a log of authorised disposals.

• FRM-04

  Internal Audit Programme and Audit Plan

  Annual audit programme covering every clause and activity, plus the plan for a single audit.

• FRM-05

  Internal Audit Checklist

  Clause-by-clause question set with evidence and finding columns for auditing against ISO/IEC 17025.