Corrective Action Report 022¶
A M Water Services Limited¶
QEHS/NCR Ref: OBS-IA2025016-01
Date: 03/10/2025
CAR ID: CAR-2025-022
Document Number: FORM_CAR001 Rev 1 ID 01/09/2025
Process/Area/Department: Customer Satisfaction / Measurement
Requirement/Clause No.(s): ISO 9001:2015 - Clause 9.1.2
Type: ☑ Internal Audit ☐ Client Audit ☐ Inspection ☐ Complaint ☐ Sub-contractor ☐ Certification Review
Details of Nonconformity¶
Statement of Nonconformity: OBSERVATION: No structured customer satisfaction survey programme in place. Systematic measurement would provide quantitative metrics and benchmarking capability.
Planned Actions¶
Containment Action(s), including correction, with supporting completion date(s):
- Develop survey questionnaire (30/11/2025)
- Pilot with key accounts (31/12/2025)
- Launch annual survey programme (31/01/2026)
Root Cause¶
Primary Cause: Direct customer relationships providing informal feedback Contributing Factors: Resource priorities focused on operational delivery
Proposed Corrective Action¶
- Implement annual customer satisfaction survey.
- Target all key accounts plus sample of others.
- Benchmark against industry standards.
Verification¶
- [ ] First survey completed with >50% response rate.
- [ ] Action plan developed from results.
Recommendations¶
- Net Promoter Score tracking
- Service level agreements
- Customer review meetings
Feedback & Acknowledgments¶
Leanne Mason to lead survey development with customer service focus.
Corrective Action Report Prepared By¶
| CAR Prepared By | Signature | Position | Date |
|---|---|---|---|
| Sean Ashton | S. Ashton | HSQE Consultant | 03/10/2025 |
| CAR Reviewed By | Signature | Position | Date |
|---|---|---|---|
| Aaron Mason | A. Mason | Director | 03/10/2025 |
Corrective Action Close Out¶
Target Completion: 31/01/2026
| Corrective Action Completed | Signature | Position | Date |
|---|---|---|---|
| Actioned by | |||
| Verification By |
Status: OPEN