Customer Feedback Loops

Some environmental testing laboratories that are accredited to the TNI Standard (https://nelac-institute.org/index.php) often minimally comply with the standard's requirements found in V1M2, sections 4.7.2 and 4.8, by having some means to capture client feedback and a procedure to address customer complaints. In these cases, client feedback is typically captured via any client compliments received and/or perhaps utilization of a client survey. The client compliant process/procedure is often viewed and used as a stand-alone silo to address negative feedback and those are then documented when completed. All this documentation is then presented to the accreditation body's assessor as proof of compliance. Not much is done on an ongoing basis or annually with what is captured and hence little value is then gained by the laboratory from such efforts that use likely limited resources.

So what can be done to reverse management taking such a minimalistic approach to just barely comply and pass the assessment. The key is to first get the laboratory to gain additional insights and knowledge on the considerable value that these two parts of the standard can have when effectively utilized. I believe, what all laboratories need to understand is that actually employing and utilizing a customer feedback loop process and an integrated compliant process can fuel the laboratory's continuous improvement efforts (https://asq.org/quality-resources/pdca-cycle) and contribute greatly to the competitiveness and success of the laboratory. You go from wasting resources to actually making the most out complying with these two part of the standard.

One place to start reading and learning more on this is https://www.useresponse.com/blog/customer-feedback-loop-how-to-close-it-right/. I particularly value the illustration/model of a customer feedback loop this article has. I do recommend that a software based system be utilized to make this a more efficient and effective system. In such a loop the information and insights gained by any complaint can be further utilized and inputted into the loop.

To learn more on customer feedback loops you can use these links: https://hbr.org/2009/12/closing-the-customer-feedback-loop , https://www.starlightanalytics.com/article/customer-feedback-loop , https://survicate.com/customer-feedback/loop/ .