Product Overview

Summary: This Standard Operating Procedure provides a structured, repeatable approach for capturing, managing and acting on customer feedback in glass installation projects. It helps Australian glazing businesses lift customer satisfaction, protect their reputation, and turn every installation into an opportunity for continuous improvement and repeat work.

In the competitive Australian glass and glazing market, high-quality installation is only half the story – the other half is how customers feel about the experience. This SOP sets out a clear, end-to-end framework for managing customer satisfaction and feedback specifically in the context of glass installation, from initial contact and on-site conduct through to post-installation follow-up and resolution of complaints. It recognises the unique challenges of working in people’s homes, commercial tenancies and construction sites, where communication, punctuality, cleanliness and safety perceptions all play a major role in how your service is judged.

The procedure provides practical, step-by-step guidance on when and how to request feedback, how to document and respond to issues, and how to use customer insights to improve installation quality, on-site behaviour and internal processes. It supports your WHS and quality systems by linking customer feedback to corrective actions, training needs and risk reviews. By embedding this SOP, glass installation businesses can reduce rework and disputes, strengthen relationships with builders and end clients, and build a defensible record that demonstrates diligence, professionalism and continuous improvement.

Key Benefits

• Standardise how customer feedback is requested, recorded and actioned across all glass installation projects.
• Increase repeat business and referrals by consistently managing customer expectations and satisfaction.
• Reduce disputes, call-backs and warranty claims through early identification and resolution of issues raised by customers.
• Enhance your reputation with builders, strata managers and homeowners through professional, transparent communication.
• Support continuous improvement by feeding customer insights into training, quality control and WHS reviews.

Who is this for?

• Business Owners (Glazing and Glass Installation)
• Operations Managers
• Customer Service Managers
• Project Managers
• Site Supervisors
• Quality Assurance Managers
• Sales and Account Managers
• Administration and Reception Staff

Included Sections

• 1.0 Purpose and Scope
• 2.0 Definitions and Key Terms (Customer, Feedback, Complaint, Non‑Conformance)
• 3.0 Roles and Responsibilities (Installers, Supervisors, Office Staff, Management)
• 4.0 Customer Journey Overview for Glass Installation
• 5.0 Pre‑Installation Communication and Expectation Setting
• 6.0 On‑Site Conduct, Professionalism and Customer Interaction
• 7.0 Post‑Installation Walk‑Through and Customer Sign‑Off
• 8.0 Feedback Collection Methods (Surveys, Calls, Emails, Online Reviews)
• 9.0 Complaints and Issues Handling Process
• 10.0 Escalation, Resolution Timeframes and Communication Standards
• 11.0 Recording Feedback, Data Management and Privacy Considerations
• 12.0 Linking Feedback to Quality, Rework and Warranty Management
• 13.0 Integration with WHS and Risk Management (Trends and Corrective Actions)
• 14.0 Monitoring, Reporting and Customer Satisfaction KPIs
• 15.0 Training, Induction and Behavioural Standards for Staff
• 16.0 Continuous Improvement and Management Review
• 17.0 Document Control and Review History

Legislation & References

• AS/NZS ISO 9001:2016 Quality management systems – Requirements
• AS 1288:2021 Glass in buildings – Selection and installation
• AS/NZS ISO 10002:2014 Quality management – Customer satisfaction – Guidelines for complaints handling in organizations
• Fair Trading and Australian Consumer Law (ACL) obligations regarding warranties and complaint handling
• State and Territory WHS Acts and Regulations (in relation to integrating customer feedback into safety and quality improvements)