IATF 9.1.2.1 Customer satisfaction is one of the IATF requirements standard. It should be remembered that it doesn’t only apply to the information contained in the bid list available on customer portals. Why? Because it should also include other information from logistics, warranty returns and special statuses.
In order to comply with this requirement the organization, in addition to the adopted indicators, should internally define customer satisfaction criteria. One of the proposals for managing this data is the Radar Chart. The following evaluation criteria were considered:
– Green: no escalation neither any special status
– Yellow: minor escalation or special status that not affect Certification Body notification (eg Q1 at risk, Critical Supplier Status, 3CPR1 xCSL1)
– Red: open escalation that affect Certification Body notification (C-rank, Q1 revocation, CLS2, NBH, etc)
IATF 9.1.2.1 Customer satisfaction – Proposed customer satisfaction indicators
The following indicators were used in the presented document:
- Official claims submitted by customers. In this section, the results can be presented both as a whole taking into account all customers, and separately allocating the number of complaints for each of them. It is also worth remembering that the satisfaction should also take into account other plants of our organization to which we send sub-components. We should define them as “internal customers”.
- PPM (parts per million) – the number of non-compliant parts per million sent parts.
- On Time Delivery (OTD). It is an indicator managed by the logistics department.
- Special Transports (Premium Freight). Similarly to the above, it belongs to the logistic indicators. It determines how many shipments the organization carried out at its own expense, due to production and/or quality problems occurrence or sub-components from the organization’s suppliers missing.
- Cost charges for warranty returns. This is an optional indicator. As standard, information is provided from the finance department.
- Special status. This is an escalation scenario reported by the client. It may be related to the performance of a special audit by the Certification Body.
Fig. 1. An example of customer satisfaction reporting.
IATF 9.1.2.1 Customer satisfaction – How often to report?
As a standard, satisfaction should be updated in the same period as the information on the portals is available. Usually they are available monthly.
You can download an automatic, editable Excel form for free on the Free Quality Tools
Document name: Radar Chart – Customer Satisfaction – Excel form
