ISO9001 System Document Package (54) | Customer Service Record Forms Templates: Satisfaction Survey, Complaint Handling, Customer Property, and After-sales Service Records
Document Description: This document is a set of "Customer Service" record forms templates, which are part of the fourth-level documents (record forms templates) and serve the ISO 9001:2015 clauses 8.2.1 (Customer Communication), 8.5.3 (Customer or External Supplier Property), 9.1.2 (Customer Satisfaction), 9.1.3 (Analysis and Evaluation), and 10.2 (Nonconforming Product and Corrective Action). The control requirements for the records themselves are governed by clause 7.5.3 (Control of Documented Information). The second-level documents, such as the "Customer Satisfaction Monitoring and Measurement Procedure," "Customer-Related Process Control Procedure," "Customer Property Control Procedure," and "Nonconforming Product and Corrective Action Procedure," specify who must collect customer feedback, protect customer property, and close complaint loops. The third-level documents, such as the "Customer Complaint Handling Work Instruction" and "Record Filling and Archiving Work Instruction," detail how each action is executed, the time limits, and the criteria for closure. This document translates these requirements into printable and directly copyable table columns and filling rules for use in Excel or CRM/QMS systems, explaining what to fill in, who fills it, when to fill it, and what status constitutes true closure. It is applicable to organizations in mechanical manufacturing, electronic assembly, engineering installation, testing services, software development, logistics, and trade, as well as to organizations that have been certified but have long-term "all satisfied" satisfaction surveys, only oral conclusions for complaint handling, no ledger for customer-provided molds/drawings/samples/special tools, and after-sales records that lack closure judgments. Once approved, these forms become controlled records and must be registered with their numbers and retention periods in the "Record List." Departments using the forms are not allowed to reduce survey items, remove closure signature columns, or relax closure conditions.
1. Purpose
To standardize the headers, fields, statistical criteria, and archiving requirements for customer service records, ensuring:
a) Customer Feedback has a Source: The sample selection, distribution, recovery, item weights, and scoring methods for satisfaction surveys are predetermined. The samples cover major customers and major delivery types, answering the question "How many customers and how many deliveries does this result come from?"
b) Evaluation has a Trend: The scores from individual questionnaires do not form a conclusion. They must be aggregated quarterly or annually, producing overall scores, item scores, trend changes, and a list of low-scoring items, avoiding the situation where "satisfaction is 95 points, but no issues have been resolved year after year."
c) Complaints can be Closed: Each customer complaint has a unique number, a reception time, temporary containment, a cause analysis, corrective actions, a record of the response to the customer, and a confirmation of whether the customer accepts the resolution, eliminating closures based on "it was agreed over the phone" without evidence.
d) Customer Property is Protected: Customer-provided drawings, molds, tools, gauges, samples, packaging materials, equipment, facilities, and personal information are registered upon entry into the organization, labeled, stored in designated locations, and have maintenance records. Reports are made for any damage or loss, meeting the "identification, verification, protection, and maintenance" requirements of clause 8.5.3.
e) After-sales has a Judgment: Records are kept for installation, commissioning, repair, replacement, technical support, and other after-sales activities, distinguishing between "nonconforming product" and "improper use/requirement changes," and transferring the former to the nonconforming product and corrective action process.
f) Data is Analyzable: All form fields are designed to facilitate aggregation and sorting (customer, product, batch, date, category, amount/hours, closure status), making it easy to directly extract data for analysis and evaluation under clause 9.1.3 and management review inputs.
2. Scope of Application
2.1 This template set includes the following 6 record forms, covering the complete customer service evidence chain from "survey → aggregation → complaint registration → complaint handling → property registration → after-sales service":
| No. | Record Name | Suggested Form Number | Corresponding Clause | Main Responsible Position | Retention Period |
|---|---|---|---|---|---|
| 1 | Customer Satisfaction Survey Form | QR-CS-01 | 9.1.2 | Sales Department/Customer Service | 3 years |
| 2 | Customer Satisfaction Analysis Report | QR-CS-02 | 9.1.2/9.1.3 | Quality Department | 3 years (or long-term) |
| 3 | Customer Complaint Registration Ledger | QR-CS-03 | 9.1.2/10.2 | Customer Service/Quality Department | 3 years (5 years for major complaints) |
| 4 | Customer Complaint Handling Form | QR-CS-04 | 8.2.1/10.2 | Customer Service + Responsible Department | 3 years |
| 5 | Customer Property Registration Form | QR-CS-05 | 8.5.3 | Sales Department/Warehouse/Technology | During the property's presence in the factory + 1 year after |
| 6 | After-sales Service Record | QR-CS-06 | 8.2.1/9.1.2 | Customer Service/Technical Service | 3 years (or product life cycle) |
2.2 Applicable Scenarios:
a) Organizations establishing a system for the first time, building record carriers for customer satisfaction, complaints, property, and after-sales services, and completing evidence for clauses 8.2.1, 8.5.3, 9.1.2, 9.1.3, and 10.2 in one go.
b) Routine operations of certified organizations: distributing satisfaction surveys monthly or quarterly, handling complaints uniformly at the customer service desk, receiving customer property at the warehouse and technology department, and filling in after-sales service records by after-sales engineers.
c) Special actions at key points: annual customer satisfaction surveys, special visits to major customers, centralized handling of batch complaints, transfer and return of customer property, and customer communication during product recalls.
d) Unified evidence drafts for second-party audits, certification surveillance audits, customer supplier capability evaluations, and contract renewal assessments.
2.3 Boundaries with Other Documents: This document only provides table formats, field definitions, and filling rules. The project design and weights for satisfaction surveys, sampling ratios, are specified in the "Customer Satisfaction Monitoring and Measurement Procedure" and the "Data Analysis and Statistical Tool Application Guide." The cause analysis tools (5Why, fishbone diagram, 8D) and corrective action verification requirements for complaints are specified in the "Customer Complaint Handling Work Instruction" and the "Corrective Action Implementation and Verification Work Instruction." The technical acceptance standards for customer property are agreed upon by the technology department and the customer. If there is a conflict between this form and the procedure documents, the procedure documents take precedence, and the using department should submit a form revision request.
2.4 Not Applicable: Review records for contracts and orders are found in the "Supplier Procurement Record Forms Templates" (Article 51 of the package) and the "Customer-Related Process Control Procedure" (Article 14 of the package) in this set. Records for product rework and nonconforming product disposal are found in the "Production Inspection Record Forms Templates" (Article 53 of the package). The "physical protection" daily inspection for customer property can reference the product protection inspection records in that article.
3. Responsibilities
3.1 General Manager (Top Management): Approve the activation and revision of this set of forms; allocate necessary resources for customer service positions and customer visits; make decisions on major claims, batch returns, and customer property damage; review customer satisfaction trends, complaint closure rates, and the condition of customer property in management reviews.
3.2 Management Representative (System Manager): Confirm that customer service processes comply with ISO 9001 clause requirements; randomly check the authenticity of satisfaction samples and the quality of complaint handling forms; initiate corrective actions for the contradiction of "high satisfaction but repeated complaints."
3.3 Sales Department (Marketing Department): Manage the distribution and recovery of customer satisfaction surveys; maintain the customer list and contact information; participate in business communication and customer responses for complaints; handle the receipt and transfer of customer property.
3.4 Quality Department: Aggregate and analyze satisfaction data to compile analysis reports; participate in cause analysis and measure effectiveness confirmation for complaints; initiate corrective actions for nonconforming products reflected in after-sales records; conduct quarterly random checks on the quality of this set of forms.
3.5 Customer Service/Customer Service Position: Uniformly handle customer complaints from various channels (phone calls, emails, WeChat, platform messages); register numbers and reception times in the ledger; track handling progress until closure; dispatch after-sales service and conduct follow-up visits.
3.6 Technology/Engineering Department: Determine the causes of technical issues in complaints; verify the conformity of customer-provided drawings, molds, gauges, and samples; provide technical solutions and results for on-site after-sales services.
3.7 Warehouse Department: Handle the entry, labeling, storage, protection, and exit of customer property; report any damage, rust, loss, or expiration immediately.
4. Form Templates and Filling Instructions
4.1 Customer Satisfaction Survey Form (QR-CS-01)
Applicable Timing: Regular quarterly or annual surveys; special surveys after major deliveries; follow-up visits after complaint closure; within 3 months after the first delivery of new products.
Field List and Filling Requirements:
| Column | Filling Content | Filler | Filling Requirements |
|---|---|---|---|
| Questionnaire Number | QR-CS-01-2026-Q4-017 | Sales Department | Numbered annually and quarterly, no skipping numbers |
| Customer Name/Contact/Contact Information | Company A/Li ×× | Sales Department | Consistent with the customer list, contact information must be valid |
| Survey Method | On-site visit/Email/Phone/Platform questionnaire | Sales Department | Specify the method, paper questionnaires must retain the original |
| Distribution Date/Recovery Date | 2026-10-08/2026-10-14 | Sales Department | Generally no more than 10 days apart, specify reasons if exceeded |
| Product/Service | Output shaft GX-2041 | Sales Department | Consistent with orders or contracts |
| Survey Items | Product quality, delivery timeliness, packaging, price, response speed, technical support, after-sales handling | System Office provides | Items and weights must be fixed in the procedure document, no changes each quarter |
| Weight | Quality 30%, delivery 20%, response 15%... (total 100%) | System Office | Weights are public and consistent across periods, facilitating trend comparison |
| Scoring Criteria | 5-point scale: 5 very satisfied/4 satisfied/3 average/2 unsatisfied/1 very unsatisfied | System Office | The scale must be printed on the questionnaire to avoid interpretation discrepancies |
| Item Scores | Quality 5, delivery 4, response 5... | Customer | Filled by the customer, not to be filled by sales personnel |
| Weighted Total Score | 4.55 | Sales Department | Total score = Σ(item score × weight), retain two decimal places |
| Customer Opinions and Suggestions | Hope to shorten delivery time, add packaging labels | Customer | Record verbatim, do not summarize as "no comments" |
| NPS (optional) | 9 points | Customer | 0-10 points, used to calculate the Net Promoter Score |
| Follow-up Items and Responsible Person | Delivery time improvement/Production Department/11-30 | Sales Department | Low scores and suggestions must be converted into follow-up items and tracked |
Example Row:
| Item | Weight | Score | Weighted Score | Customer Opinion |
|---|---|---|---|---|
| Product Quality | 30% | 5 | 1.50 | Dimensionally stable, good appearance |
| Delivery Timeliness | 20% | 4 | 0.80 | Delayed by 2 days once |
| Response Speed | 15% | 5 | 0.75 | Responded on the same day |
| After-sales Handling | 10% | 4 | 0.40 | Spare parts delivery is slow |
| Total | 100% | — | 4.55 | Hope to shorten delivery time |
Filling Instructions: ① The sample size should match the number of customers, with one form for each major customer and separate surveys for different delivery types from the same customer, avoiding surveys only for well-connected customers; ② If the recovery rate is below 70%, the reasons must be explained in the analysis report and additional forms must be distributed; ③ Unfilled columns by the customer must not be guessed by sales personnel and should be marked as "not evaluated" and excluded from statistics; ④ The original questionnaire (paper or screenshot) must be archived with the summary table, allowing for traceability to the original scores during audits.
4.2 Customer Satisfaction Analysis Report (QR-CS-02)
Applicable Timing: Within 15 working days after each survey recovery; the latest analysis must be completed before management reviews.
Field List and Filling Requirements:
| Column | Filling Content | Filler | Filling Requirements |
|---|---|---|---|
| Report Number/Period | QR-CS-02-2026-Q4/2026-07～09 | Quality Department | Corresponding to the questionnaire numbering rules |
| Number of Distributions/Recoveries/Valid Responses | 32/27/26 | Quality Department | All three numbers must be written, and the recovery rate must be calculated |
| Overall Satisfaction Score | 4.55 (previous period 4.42) | Quality Department | Compare with the previous period and the same period last year, provide a trend |
| Item Scores Ranking | Lowest item: After-sales Handling 4.00 | Quality Department | List the top three lowest items, for improvement topics |
| Classification by Customer/Product | Class A customers 4.61, Class B 4.38 | Quality Department | Separate major and ordinary customers |
| NPS (optional) | +38 (promoters 52%, detractors 14%) | Quality Department | Specify the calculation criteria |
| Aggregated Customer Suggestions | Delivery time, packaging labels, spare parts supply | Quality Department | Categorize and summarize, no need to list each original suggestion |
| Preliminary Analysis of Low Scores | 2 instances of delivery delay, both due to late raw material arrival | Quality Department | Point to specific events and data |
| Improvement Items and Responsible Departments | Spare parts safety stock/Supply Chain Department | Quality Department | Linked to corrective actions or improvement plans |
| Conclusion and Next Period Focus | Overall satisfaction, focus on improving delivery time and spare parts | Quality Department/Management Representative | Must be signed, as input for management reviews |
| Distribution and Reporting | General Manager, Management Representative, relevant departments | Quality Department | Record the distribution scope for traceability |
Example Row:
| Period | Overall Score | Lowest Item | Main Suggestions | Improvement Item Responsible Person |
|---|---|---|---|---|
| 2026-Q3 | 4.42 | Delivery Timeliness 3.90 | Unstable delivery time | Production Department |
| 2026-Q4 | 4.55 | After-sales Handling 4.00 | Slow spare parts delivery | Supply Chain Department |
Filling Instructions: ① The analysis report is not just a transfer of questionnaire numbers; it must at least provide "lowest item + cause + improvement item + responsible person"; ② If the same item is the lowest score for two consecutive periods, it must be escalated to a corrective action and the number noted; ③ The report must be a fixed input for management reviews, and the improvement requirements from the review conclusions should be filled back into the next period's report for tracking.
4.3 Customer Complaint Registration Ledger (QR-CS-03)
Applicable Timing: Register any customer dissatisfaction, complaints, claims, return requests, platform negative reviews, or written notifications received through any channel on the same day.
Field List and Filling Requirements:
| Column | Filling Content | Filler | Filling Requirements |
|---|---|---|---|
| Complaint Number | TS-2026-0156 | Customer Service | Continuous numbering across the factory, consistent with the handling form number |
| Reception Date/Time | 2026-10-11 09:20 | Customer Service | Precise to the minute, as the starting point for response time |
| Reception Channel | Phone/Email/WeChat/Platform/On-site | Customer Service | Channel statistics are used for communication management improvement |
| Customer Name/Contact/Contact Information | Company A/Li ×× | Customer Service | Consistent with the customer list |
| Involved Product/Batch/Quantity | Output shaft/B20261003-02/12 pieces | Customer Service | Batch must be filled if applicable, the basis for traceability and recall |
| Delivery Date/Invoice or Order Number | 2026-10-05/PO-2026090 | Customer Service | Corresponding to delivery records |
| Complaint Summary | 12 pieces found to have an oversized outer diameter, unable to fit | Customer Service | Objective description, using key words from the customer's original statement |
| Complaint Category | Quality/Delivery/Service/Price/Packaging/Other | Customer Service | Used for classification statistics and trend analysis |
| Severity Level | General/Important/Major (including safety, batch, regulations) | Quality Department | Severity criteria are predefined, major issues must be reported within 1 hour |
| Initial Response Time | 2026-10-11 10:05 | Customer Service | General: within 24 hours, Major: within 2 hours |
| Temporary Containment Measures | Notified customer to stop using, full inspection of inventory | Quality Department | Control damage first, then analyze, specify completion time |
| Handling Form Number/Responsible Person | QR-CS-04-0156/Quality Department | Customer Service | Bidirectional correspondence |
| Closure Date/Status | 2026-10-18/Closed and customer confirmed | Customer Service | Status: In progress/Pending customer confirmation/Closed/Upgraded |
| Closure Days | 7 days | Customer Service | Monthly average closure days |
| Whether to Transfer to Corrective Action | Yes (CA-2026-0031) | Quality Department | Repeated or major complaints must be transferred |
Example Row:
| Number | Product/Batch | Category | Severity | Reception Time | Temporary Measures | Closure | Days |
|---|---|---|---|---|---|---|---|
| TS-2026-0156 | Output shaft/B20261003-02 | Quality | Important | 10-11 09:20 | Full inspection of inventory | 10-18 | 7 |
| TS-2026-0157 | Bracket/B20260930-01 | Delivery | General | 10-12 15:40 | Overtime to replenish stock | 10-14 | 2 |
Filling Instructions: ① The ledger must correspond one-to-one with the handling forms; any "ledger entry without a handling form" or vice versa indicates uncontrolled records; ② Reception times must not be altered, and response times are calculated from this time; ③ Each complaint's status must be updated weekly, and long-standing "pending customer confirmation" entries must specify the reason and follow-up person; ④ The ledger is the sole source for monthly statistics and must not have a separate "reporting ledger."
4.4 Customer Complaint Handling Form (QR-CS-04)
Applicable Timing: Each complaint registered in the ledger corresponds to one form (multiple batches of the same issue can share one form but must list the batches).
Field List and Filling Requirements:
| Column | Filling Content | Filler | Filling Requirements |
|---|---|---|---|
| Handling Form Number/Corresponding Ledger Number | QR-CS-04-0156/TS-2026-0156 | Customer Service | Bidirectional traceability |
| Complaint Fact Description and Evidence | 12 pieces with outer diameter 32.04～32.06, exceeding upper tolerance | Quality Department | Attach customer-provided drawings, photos, and inspection data numbers |
| Impact Scope Assessment | 2000 pieces in the same batch, 620 pieces already delivered, 1380 pieces in inventory | Quality Department/Sales | Includes delivered, in transit, and inventory parts |
| Temporary Measures and Implementation Time | 10-11 sent notice to stop using, delivered 12 replacement pieces | Customer Service | Control risk first, then investigate cause |
| Cause Analysis | Cutting tool wear not timely replaced, inspection did not cover this dimension | Responsible Department | 5Why/fishbone diagram, trace to systemic cause |
| Responsibility Determination | Production Department (process control), Process (inspection frequency) | Quality Department | Facilitates subsequent action implementation |
| Corrective Actions and Completion Time | Fixed cutting tool replacement cycle at 500 pieces; added outer diameter to inspection | Production Department/Process | Actions must be verifiable, including time and responsible person |
| Effectiveness Verification | Three consecutive batches re-inspected, outer diameter within tolerance | Quality Department | Specify verification method, sample, and conclusion |
| Communication Record with Customer | 10-12 email explained cause and measures, customer agreed to accept | Customer Service | Include date, method, and customer confirmation person |
| Customer Confirmation | Customer email replied "acceptable, monitor in future" | Sales Department | No customer confirmation, no closure |
| Return/Replacement/Claim Handling | Repaired and re-delivered 12 pieces, no claim | Sales Department | Amounts must align with financial criteria |
| Associated Corrective Action Number | CA-2026-0031 | Quality Department | Cross-referenced with corrective action form |
| Closure Signature | Customer Service + Quality Department + Responsible Department | All three parties | Missing any signature, no closure |
Example Row:
| Number | Fact | Cause | Measures | Verification | Customer Confirmation | Status |
|---|---|---|---|---|---|---|
| QR-CS-04-0156 | 12 pieces with oversized outer diameter | Cutting tool wear, inspection not covered | Fixed cutting tool replacement cycle, added inspection item | Three consecutive batches qualified | Email confirmation | Closed |
Filling Instructions: ① The complaint handling form must not replace cause and measures with "customer requirements met"; ② Unsatisfactory handling conclusions must be escalated and not unilaterally closed; ③ Complaints involving product safety, batch issues, or regulatory requirements must be assessed for reporting according to recall or reporting procedures; ④ A follow-up review must be conducted within 30 days after all actions are completed to confirm no recurrence before marking "closed and observed."
4.5 Customer Property Registration Form (QR-CS-05)
Applicable Objects: Customer-provided drawings, technical documents, software and programs, molds, tools, gauges, samples, packaging materials,周转器具, equipment, testing instruments, raw materials, and customer personal information and data (if applicable).
Field List and Filling Requirements:
| Column | Filling Content | Filler | Filling Requirements |
|---|---|---|---|
| Registration Number | GKC-2026-0042 | Sales Department/Warehouse | Continuous numbering, one card per item |
| Customer Name/Delivery Contact | Company A/Li ×× | Sales Department | Consistent with the contract |
| Property Name/Model/Quantity | Injection mold/MJ-2041/1 set | Warehouse | Verify with the customer's delivery list |
| Property Category | Intellectual property/Physical property/Data and information | Sales Department | Different categories have different protection requirements |
| Reception Date/Delivery Method | 2026-09-20/Customer delivered | Warehouse | On-site handover requires signatures from both parties |
| Verification of Condition at Reception | Appearance intact, 3 test pieces qualified | Technology Department/Warehouse | "Identification and verification" as required by clause 8.5.3 |
| Attachments and Accompanying Documents | 2 drawings (A version), 1 maintenance manual | Warehouse | List each item to avoid loss of accessories without evidence |
| Storage Location/Label | Mold storage M-03 rack, hang blue customer property label | Warehouse | Physically isolate and label from organization's own property |
| Maintenance and Care Requirements and Records | Apply rust preventive oil quarterly and record | Warehouse/Equipment | Record maintenance date and executor |
| Using Department/Activation Record | Production Department, first production on 2026-09-22 | Production Department | Confirm condition before use |
| Damage/Loss/Inapplicability Report | None | Using Department | Report in writing to the customer on the same day if discovered |
| Regular Inventory Check | Inventory check on 2026-09-30, consistent | Warehouse | At least once every six months |
| Return Date/Receiver Signature | — | Sales Department + Customer | Return requires signatures from both parties, retain the transfer form |
| Confidentiality and Information Security Measures | Drawings can only be accessed by the technology department, no copying or external distribution | Technology Department | Specify access permissions for data property |
Example Row:
| Number | Property Name | Category | Reception Date | Condition | Storage | Inventory Check |
|---|---|---|---|---|---|---|
| GKC-2026-0042 | Injection mold MJ-2041 | Physical property | 2026-09-20 | Intact | Mold storage M-03 | 9-30 consistent |
| GKC-2026-0043 | Product drawing A version | Intellectual property | 2026-09-20 | 2 complete copies | Technology department drawing cabinet | 9-30 consistent |
Filling Instructions: ① Customer property must be physically and labeled separately from the organization's own property to prevent misuse or improper disposal; ② If customer property is damaged or lost, in addition to reporting to the customer as per clause 8.5.3, assess the impact on delivery and record it for traceability; ③ Customer-provided drawings and software are intellectual property and must specify control requirements for copying, external distribution, and destruction in the form; ④ When customer property is used in production, its acceptance and usage status should be referenced in production records.
4.6 After-sales Service Record (QR-CS-06)
Applicable Objects: Installation, commissioning, training, repair, replacement of spare parts, remote support, return and replacement handling, regular follow-ups, and all service activities within the warranty period.
Field List and Filling Requirements:
| Column | Filling Content | Filler | Filling Requirements |
|---|---|---|---|
| Service Form Number | SH-2026-0212 | Customer Service | Consistent with the dispatch system |
| Customer Name/Location | Company A/×× workshop | Customer Service | Consistent with the contract delivery location |
| Associated Product/Batch/Delivery Date | Output shaft/B20261003-02/2026-10-05 | Customer Service | Basis for determining quality responsibility |
| Service Type | Installation/Commissioning/Repair/Replacement/Training/Follow-up/Return and replacement | Customer Service | Single or multiple selections, for statistics |
| Repair or Request Time/Response Time/Arrival Time | 10-15 14:00/14:20/10-16 09:00 | Customer Service | All three must be recorded, for performance evaluation |
| Customer Description of Phenomenon | Equipment produces abnormal noise after 30 minutes of operation | Engineer | Record verbatim, do not pre-conclude |
| On-site Inspection and Actual Measurement Data | Bearing temperature rise 68°C, measured clearance 0.12mm | After-sales Engineer | Data-driven, replace "inspection normal" |
| Cause Determination | Assembly clearance too small, product issue | After-sales Engineer/Technology | Clearly distinguish product issue, usage issue, or requirement change |
| Handling Measures and Replaced Spare Parts | Replaced 2 sets of bearings (part number BN-2205) | After-sales Engineer | Record batch numbers for traceability and claim evidence |
| Handling Result and Verification | Operated for 2 hours without abnormal noise, temperature rise 42°C | After-sales Engineer | Must include verification actions and data |
| Whether to Transfer to Nonconforming Product/Corrective Action | Yes (CA-2026-0032) | Quality Department | Product issues must be transferred |
| Service Time/Replacement Cost | 8 hours/320 yuan for spare parts | After-sales Engineer | For service cost and claim calculation |
| Customer Signature Confirmation | Li ×× 2026-10-16 | Customer | On-site service must be confirmed by customer signature or email |
| Follow-up and Satisfaction | Follow-up on 10-23, customer satisfied | Customer Service | Follow-up within one week and record |
Example Row:
| Number | Service Type | Phenomenon | Cause Determination | Measures | Verification | Transfer to Corrective Action |
|---|---|---|---|---|---|---|
| SH-2026-0212 | Repair | Abnormal noise during operation | Product issue (small clearance) | Replaced 2 sets of bearings | Temperature rise 42°C, no abnormal noise | CA-2026-0032 |
| SH-2026-0213 | Follow-up | — | — | None | Customer satisfied | No |
Filling Instructions: ① The core value of after-sales records lies in the "cause determination" column—product issues must enter the nonconforming product and corrective action process, usage issues should form inputs for customer training or manual improvements; ② Record batch numbers and part numbers for spare part replacements for traceability and claim evidence; ③ Free and paid services must be distinguished in the records, consistent with business settlement criteria; ④ If the same customer reports the same issue multiple times in a short period, escalate to complaint handling and re-evaluate product design or process.
5. Form Flow and Related Documents
5.1 Main Flow: Regularly distribute and recover satisfaction questionnaires (QR-CS-01) → Aggregate, analyze, and confirm improvement items (QR-CS-02) → Register complaints in the ledger on the same day (QR-CS-03) → Open handling forms, analyze causes, and verify measures (QR-CS-04) → Register customer property upon entry and conduct regular inventory checks (QR-CS-05) → Dispatch after-sales services, record on-site activities, and conduct follow-ups (QR-CS-06) → Archive all records by customer and time, as evidence for management reviews and customer audits.
5.2 Inter-form Relationships: Complaint registration ledger numbers must correspond one-to-one with handling form numbers; product batches in handling forms must be traceable in delivery and production records; after-sales records determined to be product issues must have corresponding corrective action numbers; mold and gauge numbers in the customer property registration form must match those used in production records. Any break in the chain will turn "customer satisfaction" into an unverifiable slogan.
5.3 Related Documents: "Customer Satisfaction Monitoring and Measurement Procedure" (Article 23 of the package), "Customer-Related Process Control Procedure" (Article 14), "Customer Property Control Procedure" (Article 19), "Nonconforming Product and Corrective Action Procedure" (Article 27), "Continuous Improvement Procedure" (Article 28), "Communication Management Procedure" (Article 12), "Record Control Procedure" (Article 4).
5.4 Related Work Instructions and Forms: "Customer Complaint Handling Work Instruction" (Article 41 of the package), "Corrective Action Implementation and Verification Work Instruction" (Article 45), "Data Analysis and Statistical Tool Application Guide" (Article 44), "Record Filling and Archiving Work Instruction" (Article 39), "Management Record Forms Templates" (Article 48).
6. Usage Instructions
6.1 Adapt to Actual Corporate Conditions
① Organizational Structure Adaptation: Organizations where the sales department handles both complaints and customer visits can merge QR-CS-03 and QR-CS-04 into a single "Complaint Reception and Handling Form," but the "reception time, cause analysis, effectiveness verification, customer confirmation" fields must not be omitted. For organizations with an independent customer service center, customer service should handle complaints, the quality department should determine causes, and the responsible department should implement corrections, with all three parties signing off.
② Product and Industry Adaptation: Manufacturing focuses on retaining batch and spare part traceability columns; engineering installation adds "on-site conditions, safety briefing, acceptance criteria" columns; testing services replace "after-sales" with "report error handling and re-inspection," adding report numbers; software and information services add "version number, defect level, repair verification, online confirmation" columns and list customer data separately according to information security requirements; consumer and e-commerce categories can use platform evaluations and return and replacement data to replace some paper questionnaires, but they must be exported and archived.
③ Scale Adaptation: Small and micro enterprises can retain only QR-CS-01, QR-CS-03/04, and QR-CS-06, and merge the analysis report into the monthly quality meeting minutes, but the "satisfaction data, complaint closure, after-sales judgment" points must not be omitted. Group or multi-factory organizations are recommended to migrate forms into CRM/QMS systems, using a unified numbering rule and permission control to ensure comparability across factories.
④ Simplification Bottom Line: Forms can be merged, columns reduced, and frequency lowered, but the five essential elements "customer identification and contact information, time records, causes and measures, verification conclusions, customer confirmation/signature" must not be deleted, nor can the ledger management of customer property be canceled.
6.2 Audit Focus Points
Auditors typically do four things in the customer service section: ① Request the most recent year's original satisfaction questionnaires and corresponding analysis reports to compare sample sizes, scoring criteria, and conclusions, checking for "only conclusion scores, no original questionnaires"; ② Randomly select several entries from the complaint ledger, trace to handling forms, batch records, and corrective action forms, verifying the authenticity of response times, closure days, and customer confirmations; ③ Check the customer property ledger against on-site physical items, randomly inspecting mold and gauge labels, maintenance records, and inventory check signatures to confirm ownership is not mixed with the organization's own property; ④ Review after-sales records to check if the "cause determination" column is uniformly filled with "improper use" and if product issues are truly transferred to corrective actions. The key is not in the prettiness of the forms but in the traceability of numbers, the continuity of times, and the verifiability of conclusions—any number that cannot be traced back to its original source will be questioned.
6.3 Common Errors
① Satisfaction Surveys Become Formalities: Surveys are only sent to well-connected customers, all scoring full marks; the same salesperson both distributes and fills in the forms; analysis reports only show scores without improvement items.
② Complaint Closure Without Evidence: Incomplete ledger entries, missing numbers; handling forms only state "resolved" without causes and measures; complaints are closed based on verbal customer agreement without email or signature evidence.
③ Uncontrolled Response and Closure Timelines: Reception times are filled in retrospectively, closure days are generally concentrated on the same day; long-standing "in progress" complaints are not followed up.
④ Disconnection Between Customer Property Ledger and Physical Items: Molds and gauges lack numbers or numbers do not match production records; inventory check signatures are backfilled; damage is not reported to the customer and is only discovered during customer audits.
⑤ Separation of After-sales and Nonconforming Product Processes: After-sales records determine product issues but do not transfer to corrective actions, leading to repeated repairs; spare part replacements lack batch numbers, making traceability impossible.
⑥ Inconsistent Data Criteria: The quality department and sales department have different satisfaction numbers, and the numbers used in management reviews do not match the ledger; each person has their own complaint classification criteria, leading to inaccurate trend analysis.
⑦ Non-standard Record Filling: Backdating dates, altering without signatures, using "OK" or "normal" instead of data, deviating from the requirements of the "Record Filling and Archiving Work Instruction."
By linking these six forms in the order of "survey → analysis → complaint → handling → property → after-sales," customer satisfaction is no longer just a descriptive term in the year-end summary but a chain of evidence that can be traced step by step: the questionnaire answers "how customers evaluate us," the analysis answers "which item is deteriorating and who will improve it," the ledger answers "how many customers are dissatisfied and how long it takes to handle," the handling form answers "why the issue occurred and whether the improvement is effective," the property registration answers "whether the items provided by the customer are present and in good condition," and the after-sales record answers "what happened after the product was sold." During certification audits, randomly selecting a customer allows tracing from questionnaire scores to complaint handling to after-sales follow-ups, ensuring the evidence chain for clauses 8.2, 8.5.3, 9.1.2, and 10.2 is complete.
All customer feedback must be recorded with a number.
Knowledge code: 2.3.1
Version: v20260809
Author: QTank QTank is dedicated to providing systematic knowledge, methodologies, and practical tools for quality management professionals, helping companies continuously improve their quality capabilities.