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  • R-002-002 Quality objectives_2023_005

R-002-002 Quality objectives_2023_005

Objective details​

Objective number: 5​

Description​

The evaluation of customer satisfaction exceeds established indicators

Establishment date​

18th January 2022

Planning​

Responsible​

JD-011

Departments involved​

The main departments developing the objective are Sales and Communication ones.

Planned actions for 2023 period​

  1. Net promoter score (NPS)>0. Quartely reviewed
  2. System usability score (SUS) >70%. Measured at the end of each clinical study
  3. Clinical utility score (CUS) >70%. Measured at the end of each clinical study

Resources needed​

  • Personnel for the follow up of the activities.
  • To hire 2 new employees for the sales team and communications.

Monitoring and follow up​

Period% CompletionFollow upShort-term actions
Q1Not available for the NPS. No clinical studies finished during this Q1We have not obtained the feedback expected from the Healthcare practitioners during this Q1 due to their busy agendas, and due to the employee leading this project has assumed a high sales tasks after the member of the sales team departure.Hire 2 more sales employees to focus the efforts on sales and communications and feedback on different roles
Q2Not available for the NPS. No clinical studies finished during this Q2We have not obtained the feedback expected due to the lack of time to perform this activity after the sales team reorganization.A new person will be hired to replace the communications manager, that was transferred to the sales team.
Q3Not available for the NPS.We have not obtained the feedback expected due to the lack of time to perform this activity after the sales team reorganization and the summer time that is difficult to obtain feedback from our customers. CUS for the 2022 period resulted in 71,4%
Q4100%NPS for the 2023 period resulted in 69. CUS for the 2023 period resulted in 75,3% These results complete the satisfactory result of the achievement of this objective.

Status​

  • [] In progress
  • Completed
  • [] Extended
  • [] Discarded

Record signature meaning

  • Author: JD-004 María Diez
  • Review and approval: JD-001 Andy Aguilar
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  • Objective details
    • Objective number: 5
    • Description
    • Establishment date
  • Planning
    • Responsible
    • Departments involved
    • Planned actions for 2023 period
    • Resources needed
  • Monitoring and follow up
  • Status
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