Product Overview

Summary: This Customer Satisfaction Evaluation Standard Operating Procedure provides a clear, repeatable framework for measuring, analysing and improving how your customers experience your business. Designed for Australian organisations, it turns scattered feedback into structured insights that drive service improvements, strengthen client relationships and support WHS-related service obligations where relevant.

Customer satisfaction is a leading indicator of business performance, contract renewal and reputation in the Australian market. Yet many organisations collect feedback in an ad-hoc way, making it difficult to compare results over time, demonstrate compliance to clients, or link customer insights to real operational improvements. This Customer Satisfaction Evaluation Standard Operating Procedure establishes a structured, evidence-based approach to gathering, recording and analysing customer feedback across multiple channels—online, onsite, phone, email and post-incident follow-up.

The SOP sets out who is responsible for each stage of the evaluation cycle, how and when surveys are triggered, and the minimum data that must be captured to support meaningful analysis and reporting. It also defines standard rating scales, complaint and compliment handling pathways, and escalation rules for high-risk feedback (for example, where a customer raises a safety concern or potential breach of service-level obligations). By implementing this procedure, your business can benchmark performance, track trends, demonstrate continuous improvement to auditors and clients, and ensure that customer insights are systematically fed back into training, WHS considerations and service design.

Developed for alignment with Australian WHS due diligence principles and quality management practices, this SOP supports organisations in sectors such as facilities management, construction, healthcare, professional services and government contracting. It is especially valuable where customer satisfaction metrics are tied to contract KPIs, accreditation, or regulatory expectations, providing a defensible, auditable process that stands up to client scrutiny and external review.

Key Benefits

• Standardise how customer satisfaction is measured across teams, sites and service lines.
• Improve visibility of customer issues, trends and emerging risks through structured data capture and reporting.
• Support contractual and accreditation requirements by providing an auditable evaluation process and documented evidence of follow-up actions.
• Strengthen customer loyalty and retention by ensuring timely response, escalation and resolution of negative feedback.
• Link customer insights to training, WHS considerations and process improvement initiatives for continuous service enhancement.

Who is this for?

• Customer Experience Managers
• Quality Assurance Managers
• Operations Managers
• Service Delivery Managers
• Contact Centre Managers
• Practice Managers (Healthcare and Allied Health)
• Facilities and Asset Managers
• HR and People & Culture Managers
• WHS and Compliance Managers
• Small Business Owners and Directors

Included Sections

• 1.0 Purpose and Scope
• 2.0 Definitions and Key Terms (including customer, satisfaction, complaint, compliment, NPS, WHS-related feedback)
• 3.0 Roles and Responsibilities (management, frontline staff, quality/WHS, contractors)
• 4.0 Customer Feedback Channels and Triggers (surveys, interviews, digital platforms, post-incident follow-up)
• 5.0 Standard Rating Scales and Question Frameworks
• 6.0 Data Collection, Recording and Privacy Requirements
• 7.0 Evaluation Methodology (sampling, frequency, segmentation and benchmarking)
• 8.0 Analysis, Reporting and Performance Indicators (including dashboards and KPI alignment)
• 9.0 Complaint, Compliment and Escalation Process (including high-risk and WHS-related feedback)
• 10.0 Corrective and Preventive Actions (linking findings to process and training improvements)
• 11.0 Integration with WHS, Quality and Risk Management Systems
• 12.0 Communication of Results to Staff, Customers and Stakeholders
• 13.0 Training and Competency Requirements for Staff Involved in Evaluations
• 14.0 Document Control, Recordkeeping and Audit Trail
• 15.0 Review, Continuous Improvement and Revision History

Legislation & References

• AS/NZS ISO 10002:2014 Guidelines for complaint handling in organisations
• AS/NZS ISO 9001:2016 Quality management systems – Requirements
• AS/NZS ISO 31000:2018 Risk management – Guidelines
• Fair Work Act 2009 (Cth) – in relation to customer behaviour impacting workers and complaint handling expectations
• Work Health and Safety Act 2011 (Cth and harmonised state/territory Acts) – due diligence and consultation principles where customer feedback raises safety concerns
• Australian Privacy Principles (Privacy Act 1988) – for handling personal information in customer surveys and feedback records