DraftInternalISO 9001

SW-QMS-PRO-002

Customer Feedback and Complaint Handling Procedure

Version

1.0

Owner

Quality Lead

Effective Date

[TBD]

Review Date

[TBD]

Customer Feedback and Complaint Handling Procedure

1. Purpose

This procedure establishes how Swedwise AB collects, analyzes, and acts on customer feedback to:

Understand customer satisfaction and expectations
Identify opportunities for service improvement
Handle customer complaints effectively and fairly
Demonstrate commitment to customer focus
Meet ISO 9001 requirements for customer satisfaction monitoring
Build long-term customer relationships
Drive continuous improvement in service delivery

2. Scope

This procedure applies to:

Feedback Types:

Customer Satisfaction Surveys: Structured feedback collection (scores and comments)
Complaints: Expression of dissatisfaction requiring formal response and resolution
Compliments: Positive feedback acknowledging good service
Suggestions: Ideas for service improvements or new features
Informal Feedback: Comments from meetings, conversations, or emails

Customer Types:

SaaS service customers (Swedwise Communications platform users)
Consulting and implementation project customers
Support service customers
All paying customers and active prospects

Locations: All Swedwise offices and customer locations

Out of Scope:

Internal feedback between Swedwise departments (covered by internal communication procedures)
Supplier feedback (covered by supplier management procedures)
General market feedback not tied to specific customers

3. Definitions

Term	Definition
Customer Feedback	Any information provided by customers about their experience with Swedwise services, products, or interactions.
Customer Satisfaction	Degree to which customer requirements and expectations are met or exceeded.
Complaint	Expression of dissatisfaction about Swedwise service, product, or staff, requiring a formal response.
Compliment	Positive feedback or praise for Swedwise service, product, or staff.
Net Promoter Score (NPS)	Customer loyalty metric asking "How likely are you to recommend Swedwise to others?" (0-10 scale).
Customer Satisfaction Score (CSAT)	Metric measuring satisfaction with specific interaction or service (1-5 scale).
Root Cause Analysis	Investigation to identify underlying reason for complaint or dissatisfaction.
Corrective Action	Action taken to eliminate the root cause of a complaint and prevent recurrence (per SW-IMS-PRO-005).
Complaint Owner	Person responsible for managing a complaint through resolution and closure.
Service Recovery	Actions taken to restore customer satisfaction after service failure.
Trend Analysis	Examination of feedback patterns over time to identify systemic issues or opportunities.

4. Customer Feedback Principles

Proactive Collection:

Actively seek feedback; don't wait for customers to complain
Use multiple channels and methods
Make feedback easy and convenient for customers

Timely Response:

Acknowledge feedback promptly
Resolve complaints quickly and fairly
Keep customers informed of progress

Transparency and Honesty:

Be open about issues and limitations
Set realistic expectations
Follow through on commitments

Action-Oriented:

Analyze feedback to identify improvement opportunities
Implement changes based on customer input
Close the loop (tell customers what we did with their feedback)

Continuous Learning:

Share feedback insights across organization
Use feedback to drive service improvements
Measure trends over time

5. Roles and Responsibilities

Role	Responsibilities
Quality Lead	- Maintain this procedure - Coordinate customer feedback program - Design and distribute satisfaction surveys - Analyze feedback trends and metrics - Report feedback insights to management - Maintain feedback and complaint registers - Drive service improvements based on feedback
Customer Success Manager (CSM)	- Primary recipient of customer feedback - Conduct service review meetings with customers - Collect informal feedback continuously - Log feedback and complaints in system - Act as Complaint Owner for their customers - Coordinate complaint resolution - Follow up to ensure customer satisfaction
Complaint Owner (typically CSM or Delivery Manager)	- Acknowledge complaint within 1 business day - Investigate complaint (gather facts, root cause) - Coordinate resolution actions - Communicate with customer throughout process - Verify customer satisfaction with resolution - Document complaint and resolution - Identify corrective actions if needed
Delivery Managers (Consulting Projects)	- Collect feedback during and after projects - Address project-specific complaints - Act as Complaint Owner for project-related complaints - Conduct project retrospectives with customers
Support Team	- Log customer feedback from support interactions - Escalate complaints to CSM or management - Resolve support-related issues - Identify recurring issues from support tickets
Management Team	- Review feedback trends and metrics quarterly - Allocate resources for service improvements - Approve significant changes based on feedback - Engage with key customers on escalated complaints - Set customer satisfaction targets and objectives
All Staff	- Listen to customer feedback in all interactions - Log feedback in appropriate system - Escalate complaints promptly - Treat customer feedback seriously and respectfully

6. Customer Feedback Collection

6.1 Feedback Collection Methods

Method 1: Customer Satisfaction Surveys

Purpose: Measure overall satisfaction, identify trends, benchmark performance

Survey Types:

A. Transactional Surveys (after specific interaction):

Post-Project Survey: After consulting project completion
Post-Support Survey: After support ticket resolution
Post-Onboarding Survey: 30 days after SaaS service go-live

B. Relationship Surveys (periodic, overall satisfaction):

Annual Customer Satisfaction Survey: Comprehensive annual survey for all active customers
Quarterly Pulse Survey: Short check-in survey (SaaS customers)

Survey Questions (Example):

Net Promoter Score (NPS):

"On a scale of 0-10, how likely are you to recommend Swedwise to a colleague or peer?"
Follow-up: "What is the primary reason for your score?"

Customer Satisfaction Score (CSAT):

"Overall, how satisfied are you with Swedwise services?" (1-5: Very Dissatisfied to Very Satisfied)
"How well did we meet your expectations?" (1-5)

Specific Dimensions:

Service quality and reliability (1-5)
Responsiveness and support (1-5)
Staff competence and professionalism (1-5)
Value for money (1-5)
Ease of doing business (1-5)

Open-Ended Questions:

"What do we do well that you value most?"
"What could we improve?"
"Any other comments or suggestions?"

Delivery Method:

Email with link to online survey (Microsoft Forms, SurveyMonkey, or similar)
Keep surveys short (5-10 minutes maximum)
Mobile-friendly format

Timing:

Transactional surveys: Within 1 week of completed interaction (project close, ticket resolution, onboarding)
Annual survey: Once per year (e.g., Q1)
Quarterly pulse: Every 3 months (SaaS customers)

Response Rate Targets:

Annual survey: ≥40% response rate
Transactional surveys: ≥50% response rate

Incentives: Consider incentives for survey completion if response rates low (e.g., entry to prize draw, donation to charity)

Responsibility: Quality Lead (design, distribute, analyze), CSMs (encourage participation)

Method 2: Service Review Meetings

Purpose: In-depth dialogue with key customers, relationship building, proactive issue identification

Frequency: Quarterly (or as contractually agreed)

Participants:

Customer: Decision-makers, service users, technical contacts
Swedwise: CSM, Service Owner or Delivery Manager, management (for key accounts)

Agenda:

Service Performance Review (30 minutes):
- Review SLA compliance and metrics
- Discuss incidents, issues, and resolutions
- Highlight service improvements or new features
Customer Feedback and Discussion (30 minutes):
- What's working well?
- What could be improved?
- Current challenges or concerns
- Future needs and requirements
Action Planning (15 minutes):
- Agree on action items (Swedwise and customer)
- Assign owners and deadlines
Roadmap and Future Plans (15 minutes):
- Share Swedwise service roadmap
- Discuss customer's future plans and how Swedwise can support

Documentation: Meeting minutes with action items

Follow-Up: Track action items to completion; report status in next meeting

Responsibility: CSM (organize, facilitate, document)

Method 3: Informal Feedback Collection

Purpose: Capture feedback from everyday interactions

Sources:

Email exchanges
Phone calls
Face-to-face conversations
Project status meetings
Support ticket interactions
Social media or online reviews (if applicable)

Process:

Listen Actively: Staff attentive to customer comments (positive or negative)
Log Feedback: Record in feedback system or CRM
- Date, customer name, feedback summary, staff member
- Categorize: Compliment, complaint, suggestion, general comment
Escalate if Needed: Complaints or urgent issues escalated to CSM or management immediately

Responsibility: All staff (collect and log), CSMs (review and act)

Method 4: Complaint Channels

Purpose: Make it easy for customers to raise concerns

Complaint Submission Channels:

Email: support@swedwise.se or direct to CSM
Phone: [TBD - Customer support phone number]
Support Portal: [TBD - If available]
In-Person: During meetings or site visits
Escalation: To management if not satisfied with initial response

Accessibility: All channels clearly communicated to customers (onboarding, service agreements, website)

Logging: All complaints logged in Complaint Register (Section 7)

Responsibility: All staff (receive and log), CSM (coordinate response)

6.2 Feedback Data Collection and Storage

Centralized Feedback System:

Store all feedback in central system (CRM, document repository, or dedicated feedback tool)
Include: Date, customer name, feedback type, source, content, action taken, status

Data Fields (minimum):

Feedback ID (unique identifier)
Date received
Customer name and contact
Feedback type (survey, complaint, compliment, suggestion, informal)
Source (email, meeting, survey, support ticket)
Category (service quality, responsiveness, pricing, features, staff, other)
Feedback content (text or summary)
Severity (for complaints: low, medium, high, critical)
Owner (person responsible for follow-up)
Status (new, in progress, resolved, closed)
Resolution date
Action taken
Customer satisfaction with resolution (for complaints)

System: [TBD - CRM (e.g., Dynamics 365), SharePoint, or dedicated tool]

Access: Quality Lead, CSMs, Management (read access); staff who interact with customers (log feedback)

Responsibility: Quality Lead (maintain system), CSMs (ensure feedback logged)

7. Complaint Handling Process

7.1 Complaint Definition and Severity

What Constitutes a Complaint?

Customer expresses dissatisfaction about Swedwise service, product, or staff
Customer requests formal response or resolution
Issue has caused or could cause harm to customer's operations or satisfaction
Repeat issues even if initially minor

Severity Classification:

Severity	Definition	Examples	Response Time
Critical	Major service failure; significant customer impact; contract or relationship at risk	- SaaS service outage affecting customer operations - Major project failure or missed deadline - Data loss or security breach - Customer threatening contract termination	Acknowledge: 2 hours Resolution plan: 4 hours Resolution target: 24 hours
High	Significant issue; customer operations impacted; dissatisfaction expressed strongly	- Repeated service issues - Poor communication or responsiveness - Billing error - Feature not working as promised	Acknowledge: 4 hours Resolution plan: 1 business day Resolution target: 5 business days
Medium	Moderate issue; customer inconvenienced but operations not severely impacted	- Service quality below expectations - Documentation error - Delayed response to request - Minor feature issue	Acknowledge: 1 business day Resolution plan: 3 business days Resolution target: 10 business days
Low	Minor issue; customer dissatisfied but minimal impact	- Single support interaction issue - Cosmetic or usability concern - Request for enhancement	Acknowledge: 1 business day Resolution plan: 5 business days Resolution target: 20 business days

7.2 Complaint Handling Steps

Step 1: Receipt and Acknowledgment

Actions:

Log Complaint: Record in Complaint Register (SW-QMS-FRM-005) with unique Complaint ID (COMP-YYYY-###)
Classify Severity: Determine severity level (Critical, High, Medium, Low)
Assign Complaint Owner: Typically CSM for the customer; Delivery Manager for project complaints
Acknowledge Receipt:
- Respond to customer within timeframe per severity
- Confirm complaint received and understood
- Provide Complaint ID for reference
- Set expectations for response timeline
- Provide contact information for Complaint Owner

Acknowledgment Template:

Dear [Customer],

Thank you for bringing this matter to our attention. We take all feedback seriously and are committed to resolving this issue.

I have logged your concern as Complaint ID: COMP-YYYY-###. I will personally oversee the investigation and resolution.

I will provide you with an update on [date/time] with our findings and proposed resolution plan.

If you have any questions in the meantime, please contact me directly at [phone/email].

Best regards,
[Complaint Owner Name]

Responsibility: Complaint Owner

Timeframe: Per severity classification (2 hours to 1 business day)

Step 2: Investigation

Actions:

Gather Facts:
- Review customer's complaint details
- Collect evidence (logs, emails, tickets, project records)
- Interview Swedwise staff involved
- Review SLA and contract terms
- Reconstruct timeline of events
Assess Validity:
- Is the complaint justified?
- Did Swedwise fail to meet commitments or expectations?
- Were there extenuating circumstances?
Identify Root Cause (if justified):
- Why did this happen?
- Was it isolated incident or systemic issue?
- Use root cause analysis techniques (5 Whys, fishbone - see SW-IMS-PRO-005)
Determine Impact:
- How did this affect the customer?
- What is the cost or harm to customer?
- Is compensation or service credit warranted?
Escalate if Needed:
- Critical complaints: Notify management immediately
- Complex issues: Involve subject matter experts (CISO, Service Owner, etc.)
- Legal or contractual concerns: Consult legal counsel

Documentation: Record investigation findings in Complaint Register

Responsibility: Complaint Owner, with support from relevant teams

Timeframe: Within timeframe per severity (4 hours to 5 business days for resolution plan)

Step 3: Resolution Planning

Actions:

Develop Resolution Plan:
- Define specific actions to resolve the issue
- Assign responsibilities and deadlines
- Determine if compensation or service credit appropriate
- Consider service recovery actions (apology, goodwill gesture)
Obtain Approvals:
- Management approval for significant resolutions (service credits, contract changes, compensation)
- Budget approval if costs involved
Communicate Plan to Customer:
- Explain what happened (acknowledge if Swedwise at fault)
- Apologize sincerely if warranted
- Present resolution plan and timeline
- Offer compensation or service credit if applicable
- Ask if customer agrees with resolution approach

Resolution Plan Template:

Dear [Customer],

Thank you for your patience as we investigated Complaint ID: COMP-YYYY-###.

What Happened:
[Brief, honest explanation of the issue]

Our Investigation:
[Summary of findings]

Resolution Plan:
We propose the following actions to resolve this issue:

[Action 1] - By [date]

[Action 2] - By [date]

[Compensation/credit, if applicable]

Preventing Recurrence:
[Summary of corrective actions to prevent this from happening again]

I will personally oversee these actions and keep you updated on progress. Please let me know if this resolution is acceptable, or if you have any questions or concerns.

Best regards,
[Complaint Owner Name]

Responsibility: Complaint Owner, with management approval as needed

Timeframe: Within timeframe per severity (4 hours to 5 business days)

Step 4: Resolution Implementation

Actions:

Execute Resolution Plan:
- Complete actions as committed
- Keep customer informed of progress (weekly updates minimum for High/Critical)
- Escalate if obstacles or delays
Apply Compensation/Credits (if agreed):
- Coordinate with finance/billing
- Confirm with customer that credit applied
Implement Corrective Actions:
- If systemic issue identified, initiate Corrective Action Request (CAR) per SW-IMS-PRO-005
- Update procedures, training, or systems as needed
- Share lessons learned with team

Responsibility: Complaint Owner, with support from relevant teams

Timeframe: Per severity targets (24 hours to 20 business days)

Step 5: Verification and Closure

Actions:

Verify Resolution:
- Confirm all resolution actions completed
- Test or verify issue is resolved (if applicable)
Customer Acceptance:
- Contact customer to confirm satisfaction with resolution
- Ask if any further concerns or issues
- Request feedback on complaint handling process
Close Complaint:
- Update Complaint Register status to "Closed"
- Record closure date and final comments
Follow-Up (1-2 weeks later):
- Check in with customer to ensure continued satisfaction
- Rebuild trust and relationship

Customer Satisfaction Check:

"On a scale of 1-5, how satisfied are you with how we handled your complaint?"
"What could we have done better in resolving this issue?"

Responsibility: Complaint Owner

Timeframe: Within 1 week of resolution implementation

Step 6: Review and Learn

Actions (for High and Critical complaints):

Complaint Review Meeting:
- Participants: Complaint Owner, Quality Lead, relevant team members, management (for Critical)
- Review complaint handling (what went well, what could improve)
- Confirm corrective actions implemented
- Identify broader lessons learned
Share Insights:
- Communicate lessons learned to organization (anonymized)
- Update procedures or training if needed
Track Trends:
- Quality Lead analyzes complaint trends (see Section 8)

Responsibility: Quality Lead (coordinate), Complaint Owner (participate)

Timeframe: Within 2 weeks of complaint closure

7.3 Complaint Escalation

Internal Escalation:

Complaint Severity	Escalate To	When
Critical	- CSM → Management Team - Immediate escalation	Upon receipt; update every 2 hours
High	- CSM → Department Head - CISO (if security-related) - Service Owner (if SaaS service)	Within 4 hours; update daily
Medium	- Staff → CSM	Within 1 business day
Low	- Staff → CSM (inform)	Log and handle

Customer Escalation Path:

If customer not satisfied with Complaint Owner's response:
- Level 1: CSM or Delivery Manager
- Level 2: Department Head (Customer Success, Delivery)
- Level 3: CEO

Communicate escalation path to customers (in onboarding, SLA, or upon complaint acknowledgment)

7.4 Complaint Register

All complaints logged in Complaint Register (SW-QMS-FRM-006):

Complaint ID	Date Received	Customer	Source	Severity	Category	Summary	Owner	Status	Resolution Date	Satisfaction
COMP-2025-001	2025-01-15	ABC Corp	Email	High	SaaS Service	Service outage	[CSM Name]	Closed	2025-01-18	4/5

Location: [TBD - CRM, SharePoint, or document repository]

Access: Quality Lead (manage), CSMs and Management (read/write)

Responsibility: Quality Lead (maintain register)

8. Feedback Analysis and Reporting

8.1 Feedback Analysis

Monthly Analysis (Quality Lead):

Review all feedback received (surveys, complaints, compliments, informal)
Calculate metrics (see Section 8.2)
Identify trends and patterns:
- Recurring complaints or issues
- Common improvement suggestions
- Frequently complimented aspects (strengths)
- Changes in satisfaction scores over time
Categorize feedback by theme (service quality, responsiveness, pricing, features, staff, etc.)

Quarterly Trend Analysis (Quality Lead):

Analyze 3-month trends
Compare to previous quarters and targets
Identify root causes of negative trends
Highlight improvement opportunities
Prepare report for management review

Annual Review (Quality Lead, with management):

Comprehensive review of customer feedback for the year
Benchmark against industry standards (if available)
Set targets for next year
Plan major service improvement initiatives

8.2 Key Metrics

Metric	Calculation	Target	Purpose
Customer Satisfaction Score (CSAT)	Average score from surveys (1-5 scale)	≥4.0	Overall satisfaction measure
Net Promoter Score (NPS)	% Promoters (9-10) minus % Detractors (0-6)	≥30	Customer loyalty and advocacy
Complaint Rate	Number of complaints per 100 customers per month	<5	Service quality indicator
Complaint Resolution Time	Average days from complaint receipt to closure	Critical: ≤1 day High: ≤5 days Medium: ≤10 days Low: ≤20 days	Responsiveness measure
Complaint Resolution Satisfaction	Average satisfaction score (1-5) for complaint handling	≥4.0	Service recovery effectiveness
First-Time Resolution Rate	% of complaints resolved without escalation	≥85%	Efficiency and effectiveness
Recurring Complaints	Complaints on same issue from same customer	0	Corrective action effectiveness
Response Rate	% of customers responding to surveys	Annual: ≥40% Transactional: ≥50%	Data quality indicator

8.3 Feedback Reporting

Monthly Feedback Report (for Management Team):

Total feedback received (count by type: survey, complaint, compliment, suggestion)
CSAT and NPS scores (current month and trend)
Complaint summary (count by severity, status, resolution time)
Top themes from feedback (positive and negative)
Action items and improvement initiatives

Quarterly Feedback Dashboard (for Management Review, SW-IMS-PRO-004):

Trend charts (CSAT, NPS, complaint rate over time)
Comparison to targets
Customer verbatim (selected quotes from surveys and feedback)
Service improvement initiatives in progress
Recommendations for management attention

Annual Customer Feedback Report (for Management Team and organization):

Comprehensive summary of feedback for the year
Achievements and improvements made
Key challenges and focus areas
Customer testimonials and success stories
Plans for next year

Distribution:

Monthly report: Management Team, Customer Success Managers
Quarterly dashboard: Management Review meeting
Annual report: All staff (summary), Management Team (detailed)

Responsibility: Quality Lead (prepare reports)

8.4 Closing the Loop with Customers

Purpose: Demonstrate that customer feedback leads to action

Actions:

Communicate Improvements:
- When service improvements are made based on customer feedback, communicate to customers:
  - "You asked, we listened" messaging
  - Describe what changed and why
  - Thank customers for their input
- Channels: Email newsletter, service review meetings, release notes, customer portal
Share Survey Results (aggregated):
- Summarize survey findings and share with customers (overall trends, common themes)
- Show how feedback is being used
Individual Follow-Up:
- For specific suggestions or complaints: Follow up with that customer when action taken
- "Thank you for your suggestion about [X]. We're pleased to let you know we've implemented [Y]."

Frequency: As improvements are made; summary in annual customer communication

Responsibility: Quality Lead (coordinate), CSMs (communicate to their customers)

9. Service Improvement Based on Feedback

9.1 Identify Improvement Opportunities

Sources:

Recurring complaints or issues
Low satisfaction scores in specific areas
Customer suggestions
Comparison to industry benchmarks or competitors
Internal observations from CSMs and delivery teams

Prioritization:

Impact: How many customers affected? How significant the issue?
Effort: How complex or costly to implement?
Strategic Alignment: Alignment with business strategy and roadmap

Prioritization Matrix: High Impact + Low Effort = Quick Wins (prioritize first)

9.2 Plan and Implement Improvements

Process:

Define Improvement Goal:
- What will be improved? (specific service, process, feature)
- What is the target outcome? (measurable goal)
Develop Improvement Plan:
- Actions required (design, develop, test, deploy, train)
- Responsibilities and timeline
- Resources needed (budget, staff, tools)
Obtain Approval:
- Management approval for significant changes
Implement:
- Execute improvement plan
- Follow change management process (SW-IMS-PRO-008) for service changes
Measure Effectiveness:
- Track metrics post-improvement (did satisfaction improve?)
- Collect feedback on the change

Example:

Feedback: Multiple complaints about slow support response times
Goal: Reduce average support response time from 4 hours to 1 hour
Actions: Hire additional support staff, implement 24/7 on-call rotation, improve ticket prioritization
Measure: Track response time metrics; run follow-up customer survey

Responsibility: Service Owners, Quality Lead (coordinate), Management (approve and resource)

9.3 Track Improvement Initiatives

Improvement Register: Track all service improvement initiatives

Initiative ID	Description	Source	Priority	Owner	Status	Start Date	Target Date	Outcome
IMP-2025-001	Improve support response time	Complaint trend	High	Support Lead	In Progress	2025-01-01	2025-03-31	[TBD]

Location: [TBD - Project management tool, SharePoint, or document repository]

Review: Monthly in management meetings; quarterly in IMS Management Review

Responsibility: Quality Lead (maintain register)

10. Inputs and Outputs

Inputs:

Customer satisfaction survey responses
Complaints (email, phone, support tickets, meetings)
Compliments and informal feedback
Service performance data (SLA compliance, incident rates)
Benchmarking data (industry standards, competitor comparison)
Customer requirements and expectations (contracts, SLAs)

Outputs:

Customer feedback and complaint registers
Satisfaction metrics (CSAT, NPS, complaint rate)
Feedback analysis reports (monthly, quarterly, annual)
Corrective action requests (CARs) for systemic issues
Service improvement initiatives
Input to management review (customer satisfaction trends)
Lessons learned and best practices

11. Records

Record	Retention Period	Location	Owner
Customer Satisfaction Survey Responses	5 years	[TBD - Survey tool, document repository]	Quality Lead
Complaint Register	7 years	[TBD - CRM or document repository]	Quality Lead
Complaint Documentation (emails, evidence)	5 years	[TBD - CRM or document repository]	Complaint Owner
Feedback Register (all feedback)	5 years	[TBD - CRM or document repository]	Quality Lead
Feedback Analysis Reports	5 years	[TBD - Document repository]	Quality Lead
Service Improvement Register	5 years	[TBD - Document repository]	Quality Lead
Customer Communication (complaint responses)	5 years	[TBD - Email, CRM]	Complaint Owner

Policies:

SW-QMS-POL-001: Quality Management Policy
SW-IMS-POL-001: Integrated Management System Policy

Procedures:

SW-IMS-PRO-001: Document Control Procedure
SW-IMS-PRO-004: Management Review Procedure
SW-IMS-PRO-005: Nonconformity and Corrective Action Procedure
SW-IMS-PRO-007: Communication Procedure
SW-IMS-PRO-008: Change Management Procedure
SW-QMS-PRO-001: Service Delivery Procedure

Forms and Templates:

[TBD - SW-QMS-FRM-005: Customer Satisfaction Survey Template]
[TBD - SW-QMS-FRM-006: Complaint Register Template]
[TBD - SW-QMS-FRM-007: Complaint Response Template]
[TBD - SW-QMS-FRM-008: Service Improvement Plan Template]

External:

ISO 9001:2015 - Clause 9.1.2 (Customer satisfaction)
ISO 9001:2015 - Clause 10.1 (Nonconformity and corrective action)

13. Continuous Improvement

This procedure is reviewed and improved based on:

Effectiveness of complaint handling (resolution time, customer satisfaction)
Survey response rates and data quality
Feedback from CSMs and staff on process usability
Improvements implemented based on customer feedback
Best practices in customer experience management
ISO audit findings

Review Frequency: Annually, or when significant issues identified

Improvement suggestions should be submitted to the Quality Lead.

Appendix A: Sample Customer Satisfaction Survey

Annual Customer Satisfaction Survey

Introduction:

Dear [Customer Name],

Your feedback is important to us. This survey takes approximately 5 minutes to complete. Your responses will help us improve our services.

All responses are confidential and will be reported in aggregate.

Thank you for your time!

Section 1: Overall Satisfaction

Overall, how satisfied are you with Swedwise services?
- Very Dissatisfied
- Dissatisfied
- Neutral
- Satisfied
- Very Satisfied
On a scale of 0-10, how likely are you to recommend Swedwise to a colleague or peer?
- 0 (Not at all likely) ... 10 (Extremely likely)
What is the primary reason for your score?
- [Open text box]

Section 2: Service Quality

Please rate the following aspects of Swedwise services (1 = Very Dissatisfied, 5 = Very Satisfied):

Service reliability and availability: 1 2 3 4 5
Service performance and speed: 1 2 3 4 5
Ease of use: 1 2 3 4 5
Features and functionality: 1 2 3 4 5

Section 3: Support and Responsiveness

Responsiveness to requests and issues: 1 2 3 4 5
Quality of support and issue resolution: 1 2 3 4 5
Communication and transparency: 1 2 3 4 5

Section 4: Staff and Relationship

Competence and expertise of Swedwise staff: 1 2 3 4 5
Professionalism and attitude: 1 2 3 4 5
Relationship with your Customer Success Manager: 1 2 3 4 5

Section 5: Value

Value for money: 1 2 3 4 5

Section 6: Open Feedback

What do we do well that you value most?
- [Open text box]
What could we improve?
- [Open text box]
Any other comments or suggestions?
- [Open text box]

Section 7: About You (Optional)

What is your role at [Customer Company]?
- Executive/C-Level
- Manager
- End User
- IT/Technical
- Other: _______
How long have you been a Swedwise customer?
- Less than 6 months
- 6-12 months
- 1-2 years
- More than 2 years

Thank you for your feedback! We appreciate your partnership.

Appendix B: Complaint Handling Flowchart

┌─────────────────────────────────────────────────────┐
│  COMPLAINT RECEIVED                                 │
│  (Email, phone, meeting, support ticket)            │
└─────────────────┬───────────────────────────────────┘
                  │
                  ▼
┌─────────────────────────────────────────────────────┐
│  STEP 1: LOG & ACKNOWLEDGE                          │
│  - Log in Complaint Register (assign ID)            │
│  - Classify severity (Critical/High/Medium/Low)     │
│  - Assign Complaint Owner (CSM or Delivery Mgr)     │
│  - Acknowledge to customer (within SLA timeframe)   │
└─────────────────┬───────────────────────────────────┘
                  │
                  ▼
┌─────────────────────────────────────────────────────┐
│  STEP 2: INVESTIGATE                                │
│  - Gather facts and evidence                        │
│  - Interview staff involved                         │
│  - Identify root cause (5 Whys, fishbone)           │
│  - Assess validity and impact                       │
│  - Escalate if needed (Critical → Management)       │
└─────────────────┬───────────────────────────────────┘
                  │
                  ▼
┌─────────────────────────────────────────────────────┐
│  STEP 3: RESOLUTION PLANNING                        │
│  - Develop resolution plan and timeline             │
│  - Determine compensation/credits (if applicable)   │
│  - Obtain management approval (if needed)           │
│  - Communicate plan to customer                     │
└─────────────────┬───────────────────────────────────┘
                  │
                  ▼
┌─────────────────────────────────────────────────────┐
│  STEP 4: IMPLEMENT RESOLUTION                       │
│  - Execute resolution plan                          │
│  - Keep customer updated (weekly for High/Critical) │
│  - Apply credits (if applicable)                    │
│  - Implement corrective actions (CAR if systemic)   │
└─────────────────┬───────────────────────────────────┘
                  │
                  ▼
┌─────────────────────────────────────────────────────┐
│  STEP 5: VERIFY & CLOSE                             │
│  - Verify resolution complete                       │
│  - Confirm customer satisfaction                    │
│  - Request feedback on complaint handling           │
│  - Update register to "Closed"                      │
│  - Follow up 1-2 weeks later                        │
└─────────────────┬───────────────────────────────────┘
                  │
                  ▼
┌─────────────────────────────────────────────────────┐
│  STEP 6: REVIEW & LEARN                             │
│  - Complaint review meeting (High/Critical)         │
│  - Identify lessons learned                         │
│  - Share insights with organization                 │
│  - Update procedures if needed                      │
└─────────────────────────────────────────────────────┘

Document Control

Version	Date	Author	Changes
1.0	[TBD]	[Author]	Initial release

Approval

Role	Name	Signature	Date
Quality Lead
Management Team Representative