• SUSTAINABILITY POLICY
  • HUMAN & SOCIAL RIGHTS POLICY
  • ETHICAL WORKPLACE POLICY
  • ANTI-CORRUPTION POLICY
  • COMMUNICATION AND MEDIA RELEASE POLICY
  • CUSTOMER FEEDBACK AND IMPLEMENTATION POLICY


GUIDING PRINCIPLES

We align our policy with internationally recognized standards and principles, including

PURPOSE AND VISION ​

This policy establishes a structured framework for gathering, evaluating, and implementing customer feedback to enhance the quality of our services, improve decision-making, and strengthen relationships with clients, partners, and stakeholders.

Commitment to Listening and Improvement

We view customer feedback as essential for continuous improvement and achieving organizational excellence. - Feedback will be acknowledged, analyzed, and used to guide service refinement and strategic planning.

Transparency and Responsiveness

Customers will be informed about how their feedback is used. - Action plans and improvements will be communicated where appropriate to build trust and accountability.

Inclusive Feedback Mechanisms

All customers, partners, and stakeholders will have equal opportunities to provide input, regardless of their role or location. - Feedback channels will be accessible, user-friendly, and culturally inclusive

Confidentiality and Sensitivity

Proprietary, confidential, or sensitive information must not be disclosed without explicit authorization. - Employees must adhere to non-disclosure agreements and data protection laws.

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CUSTOMER FEEDBACK AND IMPLEMENTATION POLICY

  • All feedback will be categorized into:

    • Positive Feedback: Commendations on services or processes that can be reinforced or scaled.
    • Constructive Feedback: Suggestions for improvement.
    • Critical Feedback: Concerns or complaints requiring immediate action

  • We use multiple channels to gather feedback, including:

    •  
    • Surveys and Questionnaires: Distributed post-service or periodically to gauge satisfaction.
    • One-on-One Meetings: Feedback from clients during project reviews or strategy discussions.
    • Digital Platforms: Feedback forms on the company’s website or mobile application.
    • Suggestion Boxes: Physical or virtual, for anonymous contributions.
    • Focus Groups or Workshops: Engaging stakeholders to discuss services or project outcomes.

-Acknowledgment: All feedback is acknowledged within a specified timeframe (e.g., 48 hours for critical issues).

-Analysis: Feedback is reviewed by the relevant teams to identify trends, root causes, and actionable insights.

-Prioritization: Feedback is ranked based on urgency, feasibility, and potential impact on service quality or customer satisfaction.

  • Action Planning: Develop clear action steps to address feedback, assigning responsibilities to specific teams or individuals.
  • Pilot Testing: For significant changes, pilot implementations may be conducted to test effectiveness. – Execution: Approved solutions are implemented and monitored for results.

Feedback Loop Closure: Customers are informed about the resolution of their concerns or the implementation of their suggestions.

  • We aim to respond to and address feedback within the following timeframes:
  • Critical Issues: Acknowledgment within 24-48 hours; resolution within 5 business days.

General Suggestions or Questions: Acknowledgment within 3 business days; resolution or action plan within 10 business days.

-All feedback will be documented and stored for reference in future decision-making processes.

Periodic reviews of implemented changes will ensure they achieve the intended outcomes

Feedback Collection & Evaluation Framework

–Customer Service Team: First point of contact for receiving, logging, and forwarding feedback.

–Departmental Heads: Responsible for evaluating feedback specific to their operations and implementing changes.

–Leadership Team: Oversees major feedback trends, resolves escalated issues, and approves strategic improvements.

–Quality Assurance Team: Monitors feedback handling processes and ensures compliance with the policy.

  • Feedback Metrics

    Key performance indicators (KPIs) will be used to measure feedback effectiveness, such as

    qCustomer satisfaction score (CSAT).

    qNet promoter score (NPS).

    qResolution time for critical issues.

    qPercentage of feedback implemented.

    Reporting

    • Quarterly feedback analysis reports will be shared with leadership and relevant teams.

    Progress on major feedback-based initiatives will be included in the company’s annual performance review

  • All customer feedback is handled with confidentiality and stored in compliance with data protection laws (e.g., GDPR, local privacy regulations).
  • Anonymity will be respected for individuals who provide feedback anonymously.
  • Regular training sessions will ensure that employees understand the importance of customer feedback and their role in addressing it.
  • Clients and stakeholders will be informed about the available feedback channels and the company’s commitment to improvement

IMPLEMENTATION AND COMPLIANCES

This policy ensures that customer feedback drives meaningful change, strengthens relationships, and aligns the company with its mission to foster impactful mission.

Contact Information -

For questions, concerns, or to provide feedback, please contact: Email: media@aurafzco.com