What are the key QHSE performance indicators and metrics that you use to track customer feedback?

Developing a database for digitalising supply chain customer feedback analysis Understanding the link between customer feedback metrics and firm performance Measuring customer satisfaction to improve product quality Supplementing Net Promoter Score with other customer feedback metrics CMOs' strategic empowerment by effectively managing customer feedback Customer feedback metrics for marketing accountability Mining defects and improvements from customer feedback The predictive ability of different customer feedback metrics for retention Evaluating the performance of a hospital based on quality management indicators with a 360-degree feedback approach Effective communication of customer feedback metrics

Key QHSE performance indicators for tracking customer feedback include: Customer Complaints: Monitoring the number and types of complaints helps identify recurring issues and areas for improvement. Response Time: Measuring how quickly the team addresses complaints and inquiries ensures timely customer support. Customer Satisfaction Score (CSAT): Surveys gauge customer satisfaction levels, providing direct insights into their experiences. Repeat Business Rate: Tracking how often customers return indicates overall satisfaction and trust in the brand. Product Quality Incidents: Monitoring defects or quality issues helps refine processes and enhance customer trust. These metrics drive continuous improvement and customer-centric practices.

When it comes to monitoring customer feedback in the realm of Quality, Health, Safety, and Environment (QHSE), some crucial performance indicators and metrics include CSAT, NPS,QNCR, LTIFR,ENCR, . These metrics help organizations assess customer satisfaction, loyalty, quality standards, safety performance, environmental compliance, corrective actions, and waste reduction efforts. Monitoring these indicators enables companies to improve their QHSE performance, meet customer expectations, and ensure a safe, healthy, and environmentally friendly business environment.

According to me in order to track customer feedback through QHSE performance indicators and metrics is essential to ensuring that your organization consistently meets customer expectations and continuously improves its processes. CSAT,NPS, CES, customer resolution time, return rate, safety incident reports, health feedback, environmental feedback, like e waste, plastic-waste, recycling initiatives, now a days customer check about AED system, CSR activities, celebration safety weeks, talks, health initiatives cycling, trekking By QHSE performance indicators and metrics, you effectively track & respond to customer feedback, leads to better quality products and services, improved customer satisfaction, and enhanced organizational performance.

QHSE objectives and targets are specific goals set by an organization to improve its performance in quality, health, safety, and environment (QHSE) aspects. These objectives and targets are often established as part of the organization's overall QHSE management system. Customer feedback can be used to inform the setting of QHSE objectives and targets, ensuring that they are aligned with customer expectations and needs. For example, if customer feedback indicates concerns about product quality or workplace safety, QHSE objectives may be set to address these areas. By setting clear and customer-focused QHSE objectives and targets, organizations can demonstrate their commitment to meeting customer needs while driving improvements.

Surveys typically use structured questionnaires to gather quantitative data, while interviews allow for more in-depth qualitative exploration of customer perspectives and experiences. Customer feedback obtained through surveys and interviews provides valuable insights into areas where the organization is performing well and areas that may require improvement from a QHSE perspective. By regularly conducting surveys and interviews with customers, organizations can proactively identify opportunities to enhance QHSE performance and better meet customer expectations.

J'ai déjà eu l'occasion de mettre en œuvre des enquêtes et des entretiens QHSE pour évaluer la satisfaction des clients. Grâce à ces outils, nous avons pu recueillir des informations précieuses sur divers aspects tels que la qualité des produits et des services, la sécurité des processus, l'impact sur l'environnement et les normes de conformité. Ces informations ont été cruciales pour identifier les points forts à maintenir et les domaines à améliorer, en concentrant nos efforts sur l'amélioration continue et la satisfaction optimale des clients dans le cadre des objectifs QHSE définis.

QHSE surveys and interviews are powerful tools for directly gathering customer feedback. By designing these surveys to cover key aspects of Quality, Health, Safety, and Environment, you can capture customer opinions on product features, service quality, delivery time, health risks, safety hazards, and environmental impacts. Whether conducted online, by phone, or face-to-face, these methods allow you to gather detailed insights based on your customer segment and communication preferences. Tailor your approach to match your budget and target audience, using the results to assess performance, identify areas for improvement, and enhance overall customer satisfaction with your QHSE practices.

Your detailed approach to conducting QHSE surveys and interviews is comprehensive and well thought out. To enhance it further, consider the following additions and refinements: 1. Survey Design - Pilot Testing - Balanced Questions 2. Survey Formats - Mobile Accessibility - Mixed Methods 3. Target Audience - Customer Journey Mapping - Diverse Perspectives 4. Timing and Frequency - Event-Specific Timing - Seasonal Surveys 5. Analysis and Action - Visual Data Representation - Action Plans 6. Engagement and Communication - Feedback Loop - Engagement Tools 7. Continuous Improvement - Regular Training - Adaptive Surveys

QHSE Complaints: Monitoring the number and nature of complaints received from customers related to quality, health, safety, and environmental issues. Analyzing complaints helps identify areas for improvement and address customer concerns promptly. QHSE Compliments: Tracking positive feedback or compliments received from customers regarding QHSE aspects. Compliments serve as indicators of effective QHSE practices and can help reinforce positive behavior within the organization.

for QHSE complaints and compliments i would like to add those customers and stakeholders which are directly affecting organization. in this case you can see those stakeholders like higher level management, MD or president visit their findings and issues what they observed or shared as standard industry practices, or even supplier and contractual process owners and stakeholders for complaints as well as best things they observed. simple feedback form is playing crucial role to have some indicators and convert them into actionable improvement activities. Suppliers and contractual personnel plays key role in helping compliance related indicators and actions.

Tracking QHSE complaints and compliments is crucial for monitoring customer feedback. Complaints highlight areas of dissatisfaction, while compliments recognize successful practices. To effectively use this feedback, implement a system to record, categorize, and promptly respond to each case, whether through email, phone, social media, or review platforms. Analyzing these responses helps identify root causes of QHSE issues or successes, providing insight into areas for improvement or practices worth enhancing. By addressing complaints and leveraging compliments, you can continuously improve your QHSE performance and strengthen customer satisfaction and trust.

1. Establish a System for Recording Feedback - Centralized Database - Categorization 2. Timely Response Protocol - Response Timeline - Dedicated Team 3. Analyze Feedback - Trend Analysis - Root Cause Analysis 4. Implement Action Plans - Preventive Measures - Enhancement Strategies 5. Engage with Customers - Acknowledgment - Follow-Up Communication 6. Use Feedback for Continuous Improvement - Regular Reviews - Training Opportunities 7. Reporting and Communication - Internal Reporting - External Communication 8. Create a Feedback Culture - Encourage Open Communication - Recognize Contributions

Gérer les plaintes et les compliments en matière de QHSE afin d'évaluer les performances et la satisfaction des clients. En surveillant attentivement ce retour d'information, nous avons pu identifier les domaines dans lesquels des ajustements étaient nécessaires pour améliorer la qualité, la sécurité et le respect de l'environnement. Les plaintes nous ont permis de traiter rapidement les problèmes et d'apporter des solutions correctives, tandis que les compliments ont été utilisés pour renforcer les pratiques positives et encourager la poursuite des bonnes performances. Ces mécanismes ont été essentiels pour maintenir une culture d'amélioration continue et répondre aux attentes élevées en matière de QHSE.

QHSE audits and inspections mainly involves:- - Conducts regular audits to ensure compliance with QHSE standards. - Assesses workplace safety, hygiene, and environmental practices. - Reviews documentation for ISO, HACCP, and other regulatory requirements. - Identifies non-conformities and recommends corrective actions. - Monitors the effectiveness of implemented corrective measures. - Ensures adherence to safety protocols and hazard management. - Inspects equipment and facilities for compliance with safety standards. - Collaborates with teams to maintain continuous improvement in QHSE practices.

Surveys: Conducting surveys to gather feedback from customers on various QHSE-related topics, such as product quality, service delivery, workplace safety, and environmental practices. Surveys provide quantitative data that can be analyzed to identify trends and patterns in customer perceptions. Interviews: Engaging in one-on-one interviews with customers to gather in-depth qualitative feedback on their experiences with QHSE aspects. Interviews allow for detailed exploration of customer perspectives, preferences, and suggestions for improvement.

Customer Satisfaction Scores: Measuring overall customer satisfaction with QHSE performance through surveys or feedback mechanisms. Customer satisfaction scores provide a quantitative measure of how well the organization is meeting customer expectations in terms of quality, health, safety, and environmental practices. Response Time for Resolving Issues: Tracking the time taken to address customer complaints or concerns related to QHSE aspects. Monitoring response times helps ensure timely resolution of issues and demonstrates the organization's commitment to customer satisfaction. Net Promoter Score (NPS): Assessing customer loyalty and likelihood to recommend the organization's products or services based on QHSE performance.

1. Planning the Audits and Inspections - Define Scope and Objectives - Frequency and Schedule 2. Involvement of Customers - Engagement Opportunities - Feedback Mechanisms 3. Conducting the Audits - Internal Audits - External Audits 4. Documenting Findings - Systematic Reporting - Use of Checklists 5. Communicating Results - Transparency with Customers - Feedback Solicitation 6. Implementing Improvements - Action Plans - Monitoring Progress 7. Continuous Improvement - Regular Review of Processes - Training and Development 8. Feedback Loop - Follow-Up Audits - Cyclical Review Process

QHSE Risk Management Steps:- 1. Identify Risks: Find potential hazards. 2. Assess Risks: Evaluate likelihood and impact. 3. Control Risks: Implement mitigation measures. 4. Implement: Apply controls and train staff. 5. Monitor: Track effectiveness and review regularly. 6. Manage Incidents: Investigate and correct issues. 7. Communicate: Share updates and practices. 8. Document: Keep detailed records.

Bajo el enfoque holístico de QHSE, algunos KPIs que pueden ser útiles para el seguimiento de los comentarios de los clientes podrían ser: - % de clientes satisfechos con la calidad de los productos o servicios; con el cumplimiento de las regulaciones ambientales; con las prácticas de SST. - Costos relacionados con las quejas: costos directos asociados con la resolución de quejas, como reparaciones o reemplazos o costos indirectos asociados con las quejas, como la pérdida de reputación o la disminución de las ventas. - Gravedad de los incidentes: Número de incidentes de calidad que resultan en daños a la propiedad o lesiones a los clientes; o ambientales que resultan en multas o sanciones; o de SST que resultan en muertes o discapacidades.

En LAQI, sabemos que los comentarios de los clientes son vitales para mejorar continuamente. Para ello, utilizo varios indicadores y métricas clave de rendimiento (KPI). Primero, el índice de satisfacción del cliente (CSAT) mide la satisfacción general con nuestros servicios y la probabilidad de que los clientes recomienden nuestros servicios. Analizo la tasa de resolución de quejas, asegurando que los problemas se resuelvan de manera eficiente. También monitoreo el tiempo de respuesta a las consultas y quejas, buscando mantener tiempos rápidos y eficaces. Evaluo la tasa de repetición de problemas, identificando áreas recurrentes que requieren mejoras. Finalmente, utilizo encuestas post-servicio para obtener feedback detallado.

Key QHSE performance indicators and metrics for tracking customer feedback include customer satisfaction scores (CSAT), Net Promoter Score (NPS), number and type of customer complaints, resolution time for complaints, frequency of recurring issues, feedback response rates, and qualitative analysis of customer comments. These metrics help in identifying trends, areas for improvement, and the effectiveness of corrective actions, thereby ensuring continuous enhancement of QHSE standards and customer satisfaction.