Q: As part of the ongoing improvement of our quality management system, we have identified a weakness in how we gather customer satisfaction data—specifically surveys. Currently, we use hard-copy forms that are emailed to contacts within our customer database. This process has proven to be less than effective as far as return rate. We have put together a cross-functional team with members from many of our facilities and opened a corrective and preventive action form to address the deficiency. Can you share any good experiences or resources you've found that are web-based or In an electronic format?
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