National Certification Body of Jamaica
National Certification Body of Jamaica
Government of Jamaica
Customer Satisfaction Procedure
Customer satisfaction is measured by surveys conducted from time to time by the NCBJ. All mechanisms for feedback are monitored and analysed to ascertain customer satisfaction; and also to implement continual improvement strategies.
Any service problems or improvement suggestions can be received by any member of staff, external auditor, client or relevant stakeholder. A record of correspondence related to significant feedback must be maintained using the most appropriate means.
The NCBJ is responsible for making follow-up courtesy calls after each audit or activity conducted by NCBJ. The information gathered must be documented on the relevant Customer Satisfaction Form.
The Client Customer Satisfaction Survey Form and the Auditor Evaluation Form is sent either electronically or manually usually within 24 hours after an audit.
The Audit Team Evaluation Form is used to measure and monitor both customer service skills and competence of the NCBJ’s audit team. After analysing the data, the auditor team member (s) who score less than five (5) shall be reviewed and appropriate Corrective actions taken.
The Customer Satisfaction Form is used to measure customer service delivered to clients during the planning phase of an audit. The completed Customer Satisfaction Survey is analysed after each audit. Processes with the NCBJ receiving less than three (3) shall be reviewed and corrective actions taken.
The Customer Satisfaction Survey (General) Form is sent to the customer i.e. interested party, stakeholder or potential customer upon notification of contact by the NCBJ.
All NCBJ employees accept client inquiries and action or if necessary disseminate to the relevant member of staff for completion. Customer enquiry is usually documented on “The Information Request Form”.
The customer will be advised and furnished all relevant information required.
All customer queries are usually acknowledged with two (2) working days and must be closed out within seven (7) working days.
The NCBJ is responsible for all decision at all levels of the complaints handling the process. Submission, investigation and decision on complaints shall not result in any discriminatory actions against the complainant. The complaint handling process shall include customer complaints (verbal, written, electronic).
NCBJ indicates date and time of receipt of complaint (verbal, written or electronic) on Customer Complaint/Appeal Form (CCF).
The nature/relevance of the complaint is determined:
Acknowledgement of receipt of the complaint will be executed within a time frame not exceeding 48 hours (this will be dispatched in writing).
Letter of acknowledgement will be sent to the complainant and the appropriate actions (if any) that will be taken within seven (7) working days.
Note 1: Actions that should be taken depends on the nature of the complaint.
Complaints relating to activities of the NCBJ
The NCBJ shall assign an Investigation Team of officers who will investigate and validate the activities as it relates to the complaint.
The outcome shall be reviewed by the Manager or designate. His/her decision along with the outcome shall be documented on the CCF.
Findings are to be communicated manually or electronically to the complainant and ensure that any appropriate correction and corrective actions were taken.
Turn-around time for resolution of the complaint shall be no more than thirty (30) working days.
A copy of the customer complaint report (containing nature, findings and actions taken) shall be prepared by the leader of the Investigation Team and forwarded to the Manager of the NCBJ (who will ensure that it is passed on to the complainant).
Complaints relating to companies certified by NCBJ
The NCBJ shall notify its certified clients of the complaint in writing, outlining the nature of the complaint and the course of action that it intends to take to resolve the matter.
The NCBJ shall select a team of auditors (not involved in the previous audit) to either:
Auditors report shall be submitted to the NCBJ no more than seven (7) working days after completion of the audit.
The NCBJ shall ensure that any appropriate correction and corrective actions taken.
The results of the review shall be communicated to the Manager or designate who will ensure that it is passed on to the complainant and the certified company.
The NCBJ shall determine if there is an agreement between the certified client and the complainant on publicising the resolution of the complaint.
Where there are divergent views between client and complainant the resolution of the complaint will not be publicised.
The conclusion of the customer complaints process shall be communicated (manually or electronically) by the Manager to the complainant.
The customer complaints process and subsequent actions taken are to be documented on the Customer Complaints form.
If the complainant does not accept the decision(s) communicated, then the appeals procedure shall be followed.