ReferenceHPROC19

Version2.0

Issue Date17/02/2026

Approved BySean Ashton

Next Review17/02/2027

ClassificationCRGI Information

Version History

Version	Date	Author	Changes
1.0	01/04/2025	Sean Ashton	Initial issue (S.O.P 2.1)
2.0	17/02/2026	Sean Ashton	Consolidated to flowchart procedure format — staff model, manuals as core reference

Customer Feedback Procedure Flowchart

ISO 9001:2015 Clause 9.1.2 — Customer satisfaction monitoring

Procedure Overview

This procedure defines how CRGI Solutions gathers, analyses and acts on customer feedback. Feedback is collected at project completion, during ongoing engagements, and through formal satisfaction surveys. All feedback is logged in HREG15 and trends reported at Management Review.

Customer Feedback Process Flow

Operations Manager

Sean Ashton

Collect

Identify feedback opportunities:
• Project completion
• Design delivery
• Ongoing engagement

Request customer feedback

Log feedback received

HREG15

Operations Manager

Sean Ashton

Analyse

Classify feedback:
• Positive
• Suggestion
• Complaint

Complaint?

Yes

Initiate corrective action per HPROC14

Record & share positive feedback

Analyse trends & patterns

CEO

Dragos Ciordas

Review

Review customer satisfaction performance

Agree improvement actions & resource needs

Communicate actions to customer where appropriate

Operations Manager

Sean Ashton

Improve

Implement improvements based on feedback

Report satisfaction trends at Management Review

Feedback Cycle Complete

HFORM09 MR Input

Process / Activity

Decision Point

Document / Record

Completion / Conformance

Escalation / Issue

Version History

Customer Feedback Procedure Flowchart

Customer Feedback Process Flow

Related Documents