- 10002 MANAGEMENT: There is a management representative on behalf of Senior Management / General Manager. On behalf of the Senior Management, positive and negative feedback acceptance of all feedback, customer control evaluation, closure of complaints in accordance with the actions taken, reporting and improvement processes are followed and planned.
- EVALUATION : It is evaluated impartially, objectively and fairly.
- CHARGE: There is no charge to the customer for feedback and improvement plans.
- RECEIVING FEEDBACK: All kinds of feedback delivered to Kıta Logistics are recorded in the system on the same day if received during working hours, and on the following business day if received outside working hours. Immediately notify the relevant customer that it has been recorded. information is provided.
- FEEDBACK REVIEW: If the recorded feedback is negative, it is prioritized, and the expectations of the customers are taken into account in the process of solving the problem by communicating with the customers during the detailed examination and collection of information about the feedback.
- PRIORITY OF SOLUTION FOR NEGATIVE FEEDBACK:
High (Urgent) - 3 working days
Normal - 5 working days
Low - 7 working days
- CONTROL EVALUATION :Each feedback customer who confirms that there is no problem and in a timely manner through the methods related to the solution is called impartially and objectively and a satisfaction check is carried out.
The complaint is closed positively after confirmation that the problem is no longer present.
If the resolution methods are not accepted and the problem persists, the complaint is followed up and a solution is requested.
- CORRECTIVE - PREVENTIVE ACTIONS : Corrective and Preventive Actions (CPA) - Corrective and Preventive actions are initiated for the addressee department in line with the subjects and degrees of the negative feedback received about the department from which the service is received, and the actions and planning are followed up.
In Management Review meetings, all data related to positive / negative feedback issues, actions and solution processes are reviewed by Kıta Logistics Senior Management and evaluations are made as continuous improvement opportunities.