SOP on Costumers Satisfaction


1.0 Objective

To lay down a procedure for collecting views of the customers about the Sales Services of the company and also for obtaining suggestions of the customers for future improvement.

2.0 Scope

This standard operating procedure shall is applicable to the Sales Department for obtaining periodic feedback from the customers regarding the Sales Services.

3.0 Responsibility

3.1 It shall be the responsibility and accountability of the concerned persons of the Sales Department to comply with the procedure laid down in this SOP.

3.2 The Q.A. Department shall be responsible and accountable for the distribution of the controlled copies

4.0 Accountability

4.1 Head Sales and Head QA shall be accountable for implementation of this SOP.

5.0 Abbreviations and Definitions

SOP                             :           Standard Operating Procedure

QA                              :           Quality Assurance

G.M.P                         :           Good Manufacturing Practices

FG                               :           Finished Goods

WHO                          :           World Health Organization

ISO                             :           International Organization for Standardization

6.0 Procedure

6.1 The Sales department shall make every effort to promptly supply the products manufactured by the company to the full satisfaction of the customers in respect of quality and packing of the products.

6.2 Periodically informations shall also be obtained from the field staff.

6.3 The concerned persons of the Sales Department shall give due consideration to the informations received from the customers and the field staff and the same shall be rectified at the earliest as far as possible.

6.4 To obtain feed-back from the customers the Sales Department shall prepare a list of distributors to whom company products are sold.

6.5 The Sales Department shall send a circular to all the distributors to get feedback in the respect of the Sales Services provided by the company. They shall also be requested to send their suggestions, if any, for future improvement.

6.6 Along with the circular, Customers Satisfaction Format (Annexure-I) shall be sent to each customer
(distributor) on which the customers shall send their remarks about the Sales Services provided by the company.

6.7 The customer’s satisfaction shall be based on the marks awarded by the customers to the company in respect to the Sales Services. There shall be a gradation of the quality of Sales Services such as Excellent, Very Good, Good and Poor which shall carry the marks of 4, 3, 2 and 0 respectively.

6.8 After the receipt of the feedback of the customers and suggestions for the improvement, if any, the Sales Department shall take necessary actions for removing the deficiencies in the services, if any, and appropriate action shall also be taken regarding the suggestions of the customers for future improvement.

6.9 It shall be the responsibility of the Sales Department to ensure good quality Sales Services so as no customer awards customers’ satisfaction marks less than 10 points out of 20 marks.

6.10 The customer’s feedback about the Sales Services rendered by the company shall be obtained once a year.

7.0 Forms and Records (Annexures)

7.1 Customers Satisfaction Form                         –                       Annexure-I

8.0 Distribution

8.1 Master copy             –           Quality Assurance

8.2 Controlled copies –           Quality Assurance, Production, Quality Control, Stores

9.0 History

     Date    Revision Number                       Reason for Revision
                       New SOP



Customers Satisfaction Form

Name of Customer Firm       :___________________________________________________________

Address                                :___________________________________________________________







MAX. MARKS   4 Marks 3 Marks 2 Marks 0 Marks




Promptness of replies regarding queries
2. Delivery Performance
3. Packing of Products


Adequacy of particulars (Batch No., Exp. Date etc.) on the invoices and Packing’s.


Overall Service Performance

Total Maximum Marks:   20 Marks

Total Marks Awarded by the customer to the company: __________________ i.e.  ________________%

Suggestion for Improvement (if any):



Signature   ______________                                                                       Name  ___________________

Date ______________                                                 Partner or Proprietor   ___________________

Stamp  ______________

Follow up action by M/s Pharmapathway Private Limited:



(Authorized Signatory)