BM-BD-P-25-004
1. Purpose #
1.1 To systemize the monitoring and improvement of client satisfaction, ensure exceeding expectations, address concerns proactively, and use feedback for continuous improvement, retention, and loyalty.
2. Scope of Application #
2.1 This procedure applies to all Blih’s client engagements, including both ongoing and project-based services, covering all service areas and departments from project initiation through post-delivery, regardless of project size or complexity.
3. Definition #
3.1 Client Satisfaction – The client’s perception of the degree to which their expectations have been met or exceeded through the services provided.
3.2 Feedback Mechanism – Tools and channels used to gather structured or informal responses from clients (e.g., surveys, interviews, review meetings).
3.3 Satisfaction Survey – A structured tool for collecting quantitative and qualitative feedback.
3.4 Net Promoter Score (NPS) – A loyalty metric based on likelihood to recommend the company to others.
3.5 Complaint – Any formal or informal expression of dissatisfaction by a client about deliverables, communication, or service. 3.6 Corrective Action – A defined response to a client complaint or performance gap. 3.7 Preventive actions – a proactive measure taken to identify and eliminate potential problems before they occur, rather than waiting for them to happen and then taking corrective action.
4. Responsibility #
4.1 Business Development Executive/Officer
4.1.1 Acts as the primary contact for collecting client feedback.
4.1.2 Schedules and sends out satisfaction surveys.
4.1.3 Records, analyzes, and reports client responses.
4.1.4 Follow up on negative feedback or unresolved issues and in collaboration with relevant dep’t set corrective and preventive actions on the feedback
4.1.5 Coordinates mainly with the account manager and other internal departments to propose solutions and improvements.
4.1.6 Manages the relationship development goals to maintain high satisfaction.
4.2 Account Manager
4.2.1 Ensure projects/products meet quality standards, deadlines, and scope.
4.2.2 Regularly communicate with clients and the internal team to understand evolving needs.
4.2.3 Keep clients informed about progress, challenges, and changes.
4.2.4 Set realistic expectations and update clients proactively.
4.2.5 Address project issues and complaints swiftly to prevent dissatisfaction.
4.2.6 Customize solutions and communication to meet client preferences.
4.2.7 Show ongoing value through updates, reports, and recommendations. 4.2.8 Provide support after project completion to ensure smooth adoption and usage.
4.2.9 Use feedback to improve future project delivery and client experience.
4.3 Creative/Technology Department Head
4.3.1 Reviews feedback on content, creativity, timelines, and brand alignment.
4.3.2 Works with Account Managers to refine deliverables where needed.
4.3.3 Participates in post-project reviews.
4.3.4 Leads efforts to correct and prevent repeat complaints relating to creative output. 4.3.5 Maintains secure storage and access of all related records.
4.4 General Manager
4.4.1 Reviews summary reports of satisfaction results.
4.4.2 Handles escalated or critical complaints.
4.4.3 Approves corrective actions for systemic issue.
4.5 Finance Department
4.5.1 Handles feedback about invoicing, payment terms, and billing clarity. 4.5.2 Works with the Account Manager to resolve financial concerns. 4.5.3 Maintains secure storage and access of all financial related records.
4.6 IT Department
4.6.1 Supports distribution of satisfaction surveys and related digital tools. 4.6.2 Ensures the CRM feedback tracking and reporting are accurate and functional including performing periodic maintenance. 4.6.3 Ensures technology requirements requested by clients are delivered and tracked on the estimated timeline. 4.6.4 Maintains secure storage and access of all related records. 4.6.5 Provide support after project completion to ensure smooth adoption and usage.
5. Work flow #
5.1 Survey Preparation and Customization
5.1.1 The BDO shall Develop and maintain a standardized survey template using tools such as Google Forms or Microsoft Forms.
5.1.2 Customize questions depending on the type of project.
5.1.3 Include open-ended and scale-based questions (e.g., quality, responsiveness, overall satisfaction, NPS).
5.2 Survey Distribution
5.2.1 Surveys shall be distributed after final delivery, mid-way through long-term projects and quarterly for retainers 5.2.2 The exact duration for conducting the satisfaction survey shall be preplanned as stated on the project management procedure by the account manager and all relevant departments when planning key milestones of the project. 5.2.3 The BDO shall distribute through an announcement on official emails
5.3 Feedback Collection and Documentation
5.3.1 The BDO shall collect responses securely and download results.
5.3.2 Initiate and conduct feedback meetings with all relevant stakeholders i.e. direct responsible personals and the clients and review sessions with the relevant stakeholders, documenting discussions and outcomes.
5.3.3 Store results in the task management, referencing the project number and any relevant document numbers. 5.3.4 The client satisfaction result shall exceed 75% and the result shall be seen on the front page of the clients page on the task management.
5.4 Complaint Handling Process
5.4.1 The account manager shall acknowledge complaints within 24 hours, and client feedback shall be within one hour of response during working hours and till three hours response during non-working hours excluding nights. 5.4.2 Log the complaint in the task management with clear reference numbers. 5.4.3 Investigate root causes, with all relevant departments or individuals involved in the project being responsible for addressing issues related to their specific work area. 5.4.4 Develop a resolution plan including: – Issue description, Root cause, Corrective action, Assigned responsibility and Deadline for completion. 5.4.5 Schedule a follow-up meeting with the client to discuss the resolution plan and secure agreement. 5.4.6 Close the complaint only after formal client confirmation through designated communication channels(formally through an email). 5.4.7 Summarize lessons learned to prevent recurrence and share them in departmental review sessions. For repetitive issues creating an awareness and shall be taken as a preventive action to eliminate such complaints, the relevant department responsible for the recurring problem will lead the comprehensive solution development
5.5 Internal Feedback Review
5.5.1 The BDO compiles a Periodic(mid project or after project delivery as preplanned to conduct the survey depending on the client and project) report summarizing: – Satisfaction survey results, Key complaints, Corrective actions taken and Suggestions.
5.5.2 Share the report with the General Manager, the account manager, Creative Department, Finance, People Management, and IT Department. 5.5.3 Schedule a meeting with the client to review results, especially for significant projects.
5.6 Continuous Improvement and Learning
5.6.1 The account manager shall identify patterns or recurring concerns and draft preventive actions.
5.6.2 Report on these patterns to the relevant department head including the People Management Department and the general manager.
5.6.3 In collaboration with the PM and responsible dep’t workshops or training programs shall be delivered to address any knowledge gaps
5.6.4 Propose updates to SOPs or processes if needed. 5.6.5 Recognize and reward high-performing teams with excellent satisfaction scores.
6. Generating records #
6.1 <<Client satisfaction survey>>, <<Internal feedback review>> 6.2 <<Complaint Form>>, <<Resolution plan>>
7. Reference documents #
7.1 <<Meeting minutes>> 7.2 << Generated Records (meeting notes, design approvals, feedback reports) 7.3 <<CRM and task management records>>
8. Relevant documents #
8.1 << BM-BD-P-002 Project onboarding procedure>>