Customer Feedback Guide

                                  CUSTOMER FEEDBACK GUIDE

 

Duyar Valve has set up “Handling Feedback Process” for the evaluation of your feedbacks on any issues. This process is suitable to the requirements of  ISO 10002 Customer Satisfaction Quality Management System Standard .
Our basic policy is to enhance our customer satisfaction and loyalty by meeting their changing expectations and needs with understanding of quality. Therefore, Duyar Valve sees the feedback of his customers as an opportunity for development and improvement of the processes. All your feedbacks about suggestions, requests, criticisms, complaints, thanks and other matters are all be recorded and evaluated in a transparent and objective manner .

1. GIVE FEEDBACK

You can do your feedbacks any of the following methods:

1.a Via internet

Our domestic customers can do their feedbacks from our website www.duyarvana.com.tr  in FAST CONTACT menu, and our overseas customers can do their feedbacks from our website www.duyarvalve.com  in FAST CONTACT menu. 

1.b Via e-mail

Our domestic customers can forward their requests to the e-mail address of  teknik@duyarvana.com.tr,  and our overseas customers can forward their requests to the e-mail address of  technic@duyarvalve.com 

1.c  Via Fax

Our domestic and overseas customers can inform their requests to the fax number  of +90 212 594 73 42.

1.d  Via Customer Representatives


Our domestic and overseas customers can inform their requests  through customer representatives who are responsible for themselves .

1.e  Via Telephone

Our domestic customers can inform their requests to our customer contact center that has the number of 444 82 62. Our overseas customers can give a call by putting +90 to the above number .

2 . FEEDBACK ASSESSMENT PROCESS

If the request is arrived over the web, the feedback of our customers is recorded at the same time. If the request is arrived from the other channels in working hours, the feedback of our customers is recorded on the same day. If it is in overtime hours, it is recorded on the following business day. The information of the receipt of the  record will be automatically sent with the demand number and the  password to the declared e-mail address.

Duyar Valve handles, analyses, and returns all feedbacks in “CUSTOMER SATISFACTION POLICY” at the framework of principles that have been committed. Duyar Valve responds to all feedbacks surely .

Customer Support Services Unit is determined the status of the customer's feedback by making the first examination and assessment along with the extremity of the feedback, safety impacts, complexity, and promptly process needs done criterias. Status is determined according to the following parameters:

Urgent / High Priority : It is the status of the high priority that requires urgent intervention at the level of high significance. Occupational health and safety notices on the high risk,  environment safety notices on the high risk, and high real substantial property damages are considered in this status. The response time of notifying the decision and submitting the solution for the urgent priority feedbacks is maximum 2 working days. An urgent technical visit is planned for this kind of feedbacks and interfered with the impropriety.


Normal Priority : These are all other feedbacks which do not require immediate intervention at high significance level, but are in need of improvement.  At the end of assessment for normal priority feedbacks, a visit or various arguments about the feedbacks may be requested from the customer in order to respond the feedbacks and provide a solution. The response time for normal priority feedbacks is maximum 10 working days from the realization of the visit where required or from the delivery time of the arguments.

Low Priority : The demands outside the complaint  (Request / Suggestion , Thanks / Satisfaction ) are assessed in this category, and noticed to customers within the statutory period.


3. PRIVACY COMMITMENT

Duyar Valve is committed to keep his customers notifications confidential, and inform his customers before sharing their information incase involving legal obligations.