IATF 9.1.2.1 Customer Satisfaction is one of the requirements in the IATF standard. It’s important to remember that it doesn’t only apply to the information contained in the bid list available on customer portals. Why? Because it should also include other data, such as logistics, warranty returns, and special statuses.
In order to comply with this requirement, the organization, in addition to the adopted indicators, should internally define customer satisfaction criteria. One proposal for managing this data is the Radar Chart. We considered the following evaluation criteria:
- Green: No escalation and no special status.
- Yellow: Minor escalation or special status that does not affect Certification Body notification (e.g., Q1 at risk, Critical Supplier Status, 3CPR1 xCSL1)
- Red: Open escalation that affects Certification Body notification (e.g., C-rank, Q1 revocation, CLS2, NBH, etc.).
IATF 9.1.2.1 Customer satisfaction – Proposed customer satisfaction indicators
The following indicators were used in the presented document:
- Official claims submitted by customers: In this section, the results can be presented either as a whole, taking into account all customers, or separately by allocating the number of complaints for each of them. It is also important to remember that satisfaction should also take into account other plants within our organization to which we send sub-components. We should define them as “internal customers.”
- PPM (Parts Per Million): The number of non-compliant parts per million sent parts.
- On-Time Delivery (OTD): This indicator is managed by the logistics department.
- Special Transports (Premium Freight): Similar to the above, this belongs to the logistic indicators. It determines how many shipments the organization carried out at its own expense due to production and/or quality problems or missing sub-components from the organization’s suppliers.
- Cost charges for warranty returns: This is an optional indicator. Typically, this information is provided by the finance department.
- Special status: The client reports this escalation scenario. It may be related to the performance of a special audit by the Certification Body.
Fig. 1. An example of customer satisfaction reporting.
IATF 9.1.2.1 Customer satisfaction – How often to report?
As a standard, update satisfaction during the same period when the information becomes available on the portals. Usually, this data is available monthly.
You can download a free, automatic, and editable Excel form on Free Quality Tools
Document name: Radar Chart – Customer Satisfaction – Excel form
 – Implementation Guide with Radar Chart){kind=link}