Customer satisfaction management depends on the products / services delivered.
For our patch systems for example, it is collected directly at the end of each job and signed by the client at the bottom of the field ticket.
The ranking given on three different axes (Operations process success, Personnel Safety Success and Client Success) are compiled and presented /examined in monthly top management steering committees.
In case of customer claim, an incident is created in our extranet dedicated module and processed through an Identify / analyze / act / validate workflow. Any customer claim s also registered in our extranet CRM module.