¿Cómo integra los comentarios y la satisfacción de los clientes en su ciclo de auditoría de calidad?

In my experience Integrating customer feedback and satisfaction into the quality auditing cycle is crucial for organisations that seek to continuously improve their products and services. This feedback can provide valuable insights into areas that require improvement, ultimately leading to higher customer satisfaction and loyalty.

I agree with the above comment, I would also add that it is equally necessary for an organization to clearly identify its direct and indirect customers. Direct customers could be the purchasers of your product however the indirect customers would be the influencers of the product (for e.g. regulations and guidelines). Knowledge of both is equally necessary to perform a wholistic review.

The first step in integrating customer feedback is gathering comprehensive and actionable data from various sources. In my previous role, I implemented a multi-channel feedback collection system that included online surveys, feedback forms at branches, call centre interactions, and social media monitoring. For instance, after launching a new mobile banking app, we sent out in-app surveys to users asking for their opinions on the app’s functionality and ease of use.

An example: The first step in integrating customer feedback and satisfaction into the quality auditing cycle is to develop a feedback collection process. This process should be designed to gather feedback from customers, analyze the data collected, and use it to identify areas that require improvement. The feedback collection process should be simple, efficient, and easy to use for customers.

In the audit of the mobile app, we evaluated the development lifecycle, including coding practices, testing procedures, and deployment processes. We discovered that inadequate load testing was the root cause of the slow transaction times. Recommendations were made to enhance the testing protocols to better simulate real world usage scenarios.

Integrating customer feedback and satisfaction into the quality auditing cycle is essential for ensuring that banking and financial institutions meet and exceed customer expectations. Systematically collecting and analyzing feedback, incorporating it into audit planning, evaluating customer-focused processes, providing actionable recommendations, and ensuring thorough follow-up and transparent reporting, auditors can drive significant improvements in customer satisfaction. These practices, honed over more than Nine years of experience, ensure that audits not only comply with regulatory standards but also contribute to the continuous enhancement of customer experiences.

I agree once feedback has been collected, the next step is to analyze the data. The data collected should be analyzed to identify patterns, trends, and issues. By analyzing the feedback data, the organization can identify areas of improvement and take corrective actions to improve customer satisfaction.

Organizations should use customer feedback as a metric to measure the success of the quality auditing cycle. Customer feedback should be used as a benchmark to assess the effectiveness of the quality auditing cycle. The organization should track customer satisfaction over time and use this data to improve the quality auditing cycle continually.

Continuous monitoring and follow-up ensure that improvements based on customer feedback are sustained. I established a follow-up audit schedule to assess the effectiveness of the implemented changes. Six months after the initial audit, a follow-up review showed that transaction processing times had improved by 40%, and customer satisfaction scores for the mobile app had increased accordingly.

Before implementation, its always advisable to validate first the current product or processes status , to know if the equipment & processes involved are still efficient. This gives the complete detail of the limit to which the equipment to be use or the process can accommodate for any improvement, so you don't exceed limits and end up deviating, disregarding standards, and creating room for use of personal instinct to carry out the work instead of following SOP.

I prepared a detailed report summarizing the audit findings, the actions taken based on customer feedback, and the positive outcomes achieved. This report was shared with senior management and presented in a town hall meeting to highlight the bank’s commitment to customer satisfaction. Regular updates were provided to stakeholders to maintain transparency and demonstrate ongoing improvements.

integrating customer feedback and satisfaction into the quality auditing cycle is essential for organizations that seek to continuously improve their products and services. By developing a feedback collection process, using multiple channels to collect feedback, analyzing feedback data, incorporating feedback into audit planning, auditing against customer expectations, using customer feedback as a metric, following up with customers, and incorporating customer feedback into management reviews, organizations can effectively integrate customer feedback and satisfaction into their quality auditing cycle.