CSI Index
Formula uses a structured system Customer Satisfaction Index (CSI) to use customer feedback to improve product quality on an on-going basis. Several categories related to customer satisfaction are measured and reported items are calculated per 1,000 orders to evaluate the % of customer “satisfaction”.
Measured Customer Satisfaction Categories
- Quality failures: includes problems related to a product defect or lack of suitability for the customer’s requirement
- Damage: includes problems related to a product or its packaging, which has occurred after manufacture. This may be physical damage / moisture damage arising from warehousing, loading, transit or unloading
- Delivery time: includes complaints and claims for late delivery, delivery to the wrong location, or for missing an agreed time slot, and includes an internal measure of the number of orders which were despatched later than the time necessary for them to reach their destination by the agreed date / time
- Quantity: includes incorrect delivered quantities, incorrect delivered products, missing or incorrect packaging, missing or incorrect labelling, incorrect equipment supplied (e.g. Crane, Vehicle etc)
- Documentation: includes wrong, missing or late documentation (delivery notes, invoices etc), incorrect pricing, and calculations, however caused.
CSI Procedure
- An investigation is carried out for each complaint raised.
- Product quality issues will involve analysis of samples taken from the customer.
- Remedial action is taken as soon as the root cause and solution have been identified, in order to prevent a reoccurrence of the event.
- The outcome of the investigation and remedial action are communicated to the customer.
- Monthly reporting is carried out to monitor Formula’s performance by production site
- Annual objectives are fixed for each site to ensure on-going improvement in this field.