Customer Satisfaction Follow-Up Policy Example – Customer Support Policies

Customer Satisfaction Follow-Up Policy Sample

In this article, we’ll look at the key elements that make up an example Customer Satisfaction Follow-Up Policy. We’ve included some starter/boilerplate information to help you get started writing this policy for your company. If you’re looking for help in setting up your policies & procedures or employee manual/handbook, our team can assist.

Customer Satisfaction Follow-Up Policy Template

The following are the main elements that should be included in your Customer Satisfaction Follow-Up Policy:

1. Title Page

• Policy Title: Customer Satisfaction Follow-Up Policy
• Company Name: The name of the organization implementing the policy.
• Policy Number (if applicable): For easy reference within the company’s policy structure.
• Version Control: Date of creation, last review, and version number.
• Effective Date: The date the policy becomes operational.
• Approval Authority: Name and title of the individual who approved the policy.

2. Purpose/Objective

• A brief statement explaining why the Customer Satisfaction Follow-Up Policy exists. This section outlines the policy’s purpose in relation to the company’s goals, regulatory requirements, or ethical standards.
• Describe what problem or issue the policy addresses.
• Example Purpose/Objective:

The objective of the Customer Satisfaction Follow-Up Policy is to ensure that customers are fully satisfied after their issues have been resolved. It mandates proactive communication with customers to confirm their satisfaction and address any remaining concerns. This policy aims to enhance customer experience, build trust, and improve overall service quality by ensuring that all customer interactions are concluded positively. By systematically following up, the policy seeks to identify potential areas for improvement and foster long-term customer relationships

3. Scope

• A description of who the Customer Satisfaction Follow-Up Policy applies to (e.g., employees, contractors, vendors).
• Specify any exceptions to the policy.
• Explain departments or roles affected, if necessary.
• Example Scope:

This policy mandates follow-up with customers once their issues are resolved to ensure their satisfaction and address any remaining concerns. It applies to all customer support interactions where a resolution has been provided. The goal is to enhance customer experience by confirming that the solution met their expectations and to identify any additional needs they might have. This follow-up process is crucial for maintaining high standards of customer service and fostering long-term relationships. It is a key component of the broader Customer Support Policies

4. Definitions

• Clarify any key terms or jargon used within the Customer Satisfaction Follow-Up Policy to ensure understanding.
• Avoid assumptions about familiarity with industry-specific terminology.
• Example Definitions:

The Customer Satisfaction Follow-Up Policy mandates contacting customers post-issue resolution to ensure their satisfaction and address any remaining concerns. This policy falls under Customer Support Policies

5. Policy Statement

• A detailed outline of the Customer Satisfaction Follow-Up Policy itself, including all rules, expectations, and standards.
• It should be direct and clear so that it leaves no ambiguity about the company’s position or requirements.

6. Procedures

• Step-by-step instructions on how to implement or comply with the Customer Satisfaction Follow-Up Policy.
• Include any forms, tools, or systems that employees must use.
• Describe the responsibilities of different roles in ensuring adherence to the policy.
• Example Procedures:

After resolving customer issues, follow up to confirm satisfaction and address any remaining concerns. This involves contacting the customer within a specified timeframe to ensure their needs were met and to gather feedback. Document the interaction and any additional actions taken. If the customer is not satisfied, escalate the issue to a supervisor for further resolution. Regularly review follow-up procedures to improve effectiveness and ensure consistent customer support. This process aims to enhance customer relationships and improve service quality

7. Roles and Responsibilities

• List the roles responsible for enforcing or overseeing the Customer Satisfaction Follow-Up Policy (e.g., managers, HR).
• Define who is accountable for reporting, monitoring, and updating the policy as needed.
• Example Roles and Responsibilities:

The Customer Satisfaction Follow-Up Policy mandates that customer support teams conduct follow-ups with customers after resolving issues. This ensures that customers are satisfied with the resolution and provides an opportunity to address any remaining concerns. Support representatives are responsible for initiating contact, typically through phone or email, and documenting feedback. Managers must oversee the process to ensure compliance and analyze feedback for continuous improvement. The policy aims to enhance customer relationships and improve service quality by actively engaging with customers post-resolution

8. Compliance and Disciplinary Measures

• Outline how compliance will be monitored or enforced.
• Describe any consequences or disciplinary actions for failing to follow the policy, including the escalation process.

9. References and Related Documents

• Include links or references to any laws, regulations, or company guidelines that support the Customer Satisfaction Follow-Up Policy.
• Reference related company policies that connect or overlap with the document.

10. Review and Revision History

• State the review cycle (e.g., annually, biannually) and who is responsible for reviewing the Customer Satisfaction Follow-Up Policy.
• A history section that lists all revisions made to the document, including dates and reasons for changes.

11. Approval Signatures

• Signature lines for key decision-makers who have authorized the policy (CEO, department head, HR manager).

12. Appendices or Attachments (if needed)

• Additional information, FAQs, or case examples to provide more context or clarify how the Customer Satisfaction Follow-Up Policy applies in specific situations.
• Any relevant forms or templates employees need to complete.