HFORM10: Customer Feedback Form¶
Form Reference: HFORM10 Version: 1.0 Classification: CRGI Information Form Owner: Sean Ashton, Operations Manager Purpose: Systematically capture customer feedback and satisfaction data per HPROC19 to identify improvement opportunities, manage complaints, and track performance against customer expectations. Used to inform management review and continuous improvement initiatives.
Document Control¶
| Version | Date | Author | Changes |
|---|---|---|---|
| 1.0 | 10/03/2026 | Sean Ashton | Initial creation |
1. Customer Details¶
| Field | Details |
|---|---|
| Customer/Client Name | ________________ |
| Company | ________________ |
| Contact Person | ________________ |
| ________________ | |
| Phone | ________________ |
| Project Reference | ________________ |
| Project Description | ________________ |
| Completion/Interaction Date | ________________ |
2. Feedback Type¶
Select the primary category for this feedback:
☐ Project Completion – Feedback following project delivery ☐ Periodic Review – Scheduled relationship/performance review ☐ Complaint – Dissatisfaction with service or outcome ☐ Compliment – Positive feedback/praise ☐ Suggestion – Idea for improvement or service enhancement
3. Service Quality Ratings¶
Please rate the following aspects of our service on a scale of 1–5 (1 = Very Poor, 5 = Excellent):
| Criteria | Rating | Comments |
|---|---|---|
| Design Quality & Technical Competence | ☐ 1 ☐ 2 ☐ 3 ☐ 4 ☐ 5 | ________________ |
| Communication & Responsiveness | ☐ 1 ☐ 2 ☐ 3 ☐ 4 ☐ 5 | ________________ |
| Timeliness & Delivery Schedule | ☐ 1 ☐ 2 ☐ 3 ☐ 4 ☐ 5 | ________________ |
| Problem-Solving & Flexibility | ☐ 1 ☐ 2 ☐ 3 ☐ 4 ☐ 5 | ________________ |
| Value for Money | ☐ 1 ☐ 2 ☐ 3 ☐ 4 ☐ 5 | ________________ |
| Overall Satisfaction | ☐ 1 ☐ 2 ☐ 3 ☐ 4 ☐ 5 | ________________ |
4. Net Promoter Score (NPS)¶
On a scale of 0–10, how likely are you to recommend CRGI Solutions to a colleague or peer?
Score: ________/10
Why did you choose this score?
5. Open Feedback¶
Strengths – What did we do well?¶
Areas for Improvement – What could we do better?¶
Service Recommendations – Specific suggestions for improvement¶
6. Recommendation & Intent¶
Would you recommend CRGI Solutions to others?
☐ Yes – Definitely would recommend ☐ Maybe – Possibly would recommend ☐ No – Would not recommend
Would you use our services again?
☐ Yes, planning further projects ☐ Yes, if circumstances permit ☐ Uncertain ☐ No
Reason (if "No"): ________________________________________________________________________________
7. Additional Comments¶
Is there anything else you would like to tell us?
8. Internal Review & Action¶
Feedback Received By: ________________ Date: __________________
Method of Collection: ☐ Email
☐ Survey
☐ Meeting
☐ Phone
☐ Form
☐ Other: ________
Internal Assessment Section (to be completed by operations team)¶
Reviewed By: ________________ Date Reviewed: __________________
Feedback Categorisation:
| Category | Classification |
|---|---|
| Type | ☐ Positive ☐ Neutral ☐ Negative |
| Sentiment | ☐ Compliment ☐ Suggestion ☐ Complaint ☐ Observation |
| Severity (if complaint) | ☐ Minor ☐ Moderate ☐ Serious |
| Theme | ☐ Quality ☐ Communication ☐ Delivery ☐ Cost ☐ Other: ________ |
Summary of Feedback:
Actions Arising:
| Action | Owner | Target Date | Status |
|---|---|---|---|
| ________________ | ________________ | __________ | ☐ New ☐ In-Progress ☐ Complete |
| ________________ | ________________ | __________ | ☐ New ☐ In-Progress ☐ Complete |
Does this feedback indicate a complaint requiring escalation?
☐ Yes – Escalation required (see Complaint Procedure HPROC20) - Escalated to: ________________ - Escalation Date: __________________ - Resolution Target: __________________
☐ No – Feedback noted for continuous improvement
Does this feedback indicate a system/process issue?
☐ Yes – Investigation required - Root cause analysis: ☐ Planned ☐ Underway ☐ Complete - Corrective action reference: ________________
☐ No – Individual issue
HREG15 (Customer Feedback Register) Updated:
☐ Yes – Entry Reference: ________________ Date: __________________ ☐ No – Will be updated by: ________________
Management Review Notification:
Will be included in next Management Review: ☐ Yes (scheduled for __________) ☐ No
9. Response to Customer¶
Response Required: ☐ Yes
☐ No
If Yes, response will be sent by: ________________ Target Date: __________________
Response Template/Reference: HPROC19 Section 4.2 Acknowledgement
Estimated Completion Date for Any Outstanding Actions: __________________
Follow-up Survey/Contact Planned: ☐ Yes – Date: __________
☐ No
10. Attachments¶
Supporting documents attached:
☐ Email correspondence ☐ Survey results ☐ Meeting notes ☐ Complaint details ☐ Evidence/screenshots ☐ Other: ______________________________
Total pages attached: ____
11. Sign-Off¶
| Role | Name | Signature | Date |
|---|---|---|---|
| Feedback Recipient/Collector | ________________ | ________________ | __________ |
| Internal Reviewer | ________________ | ________________ | __________ |
| Operations Manager (If escalation) | ________________ | ________________ | __________ |
RETENTION: 7 years STORAGE: HREG15 Customer Feedback Register + Secure SharePoint – /HSQEMS/CustomerFeedback/ ACCESS: Operations Manager, Relevant Project Manager, Management Review Team CLASSIFICATION: CRGI Information
END OF FORM