Internal Audit Report

Audit Identification: IA202616
Area: Customer Satisfaction
Audit Date: 13/05/2026
Auditor: Sean Ashton (HSQE Consultant, Onyx Operations)
Date Completed: 13/05/2026
Findings: 0 Non-conformities, 1 Observation
Scope: Clause 9.1.2 (ISO 9001:2015)
Document Number: FORM_INTAR001 Rev 1 ID 01/09/2025
Builds on prior audit: IA2025016 (03/10/2025) — 0 NC, 2 OBS

Executive Summary

This audit re-examined Customer Satisfaction monitoring one year on from IA2025016. Both 2025 observations remain partially open and are addressed by a single refreshed 2026 action:

• CAR-2025-022 (annual customer satisfaction survey) — open. The 2025-planned annual survey has not been issued. Rolled forward and re-scoped under the IA202605 customer-satisfaction observation (CAR-2026-006) — the more pragmatic action is a 3-question PM feedback at job close-out for the next 5 framework jobs, generating higher-signal data than a generic survey.
• CAR-2025-023 (quarterly documented customer feedback analysis) — partially closed. The standing weekly Director / HSQE compliance call provides routine review of customer-relevant items (complaints, framework PM emails, project changes); APP_11 KPI Q1 (complaints <2/1000) is the canonical metric. Quarterly formal write-up not implemented; effectively superseded by the weekly cadence.

Material customer-satisfaction context: the 2025–26 cycle saw zero formal complaints logged against AMWS by the supplier base (per APP_19 Issue 4 SAR refresh) and zero customer complaints against AMWS in the same period (per APP_11 KPI Q1 sustained <2/1000 with measured 1.3 baseline).

Year-on-year follow-up — IA2025016 outcomes

2025 ref	2025 finding (summary)	Status in 2026 audit
OBS-001 / CAR-2025-022	Annual customer satisfaction survey not in place	Open — rolled forward to CAR-2026-006 (under IA202605) with refreshed action — 3-question PM feedback at job close-out for next 5 framework jobs.
OBS-002 / CAR-2025-023	Quarterly customer feedback analysis not formally documented	Partially closed. Weekly compliance call provides routine review; APP_11 KPI Q1 is the canonical metric. Quarterly write-up superseded by weekly cadence.

Introduction

This audit examined Customer Satisfaction monitoring under ISO 9001 clause 9.1.2 one year on from IA2025016. Particular focus on whether the 2025 OBS items have been actioned and what the underlying customer-satisfaction position actually is.

Aims & Objectives

1. Confirm closure or progress on IA2025016 OBS-001 and OBS-002
2. Verify APP_11 KPI Q1 (customer complaint rate) sustained
3. Sample any complaints recorded in APP_21 NCR Register for 2025–26
4. Review SOP 2.1 Customer Focus & Satisfaction methodology against current evidence

Audit Method

• Document Review: SOP 2.1 Customer Focus & Satisfaction Rev 3 HTML, APP_11 KPI Q1 (target <2/1000 customers; baseline 1.3), APP_21 NC Register (customer-complaint column), supplier subcontractor performance log (2024–2025) in 2 Quality folder, weekly Director / HSQE compliance call notes Jan–Apr 2026.
• Interviews Conducted: Director (Aaron Mason — customer-relationship lead), Director (Leanne Mason — customer-admin lead).
• Observations: Recent Anglian / Severn Trent framework PM email correspondence (sample reviewed for tone and content); APP_19 SAR-2026 supplier feedback (no complaints from supplier side either).
• Sampling: 5 most-recent customer interactions / framework job hand-backs Jan–Apr 2026; APP_22 customer-complaint column for 2025–26.

Non-conformities

No non-conformities identified.

Observations

Ref	Finding	Clause	Priority	Ref
OBS-01	Customer satisfaction monitoring is implicitly evidenced (zero complaints, sustained framework relationship, no contract terminations or cure notices) but has no positive-signal capture mechanism. CAR-2026-006 (raised under IA202605) plans a 3-question PM feedback at job close-out for the next 5 framework jobs. This audit confirms that observation and its target close (30/09/2026); no separate CAR is raised here.	9.1.2	Medium	(cross-ref CAR-2026-006)

Corrective Action Summary

No new CAR raised. Cross-reference to CAR-2026-006 (raised under IA202605) — Owner: Aaron Mason; target close 30/09/2026.

Conclusions

Customer satisfaction is implicitly strong; what's missing is positive-signal capture:

Areas Meeting Requirements (sustained from IA2025016):

• APP_11 KPI Q1 (customer complaint rate) sustained at <2/1000 (measured baseline 1.3)
• Continued framework relationships with Anglian Water and Severn Trent — no cure notices, no terminations
• Continued site-meeting / direct-PM contact channels operational
• SOP 2.1 continues to define the methodology (now in HTML format)

New strengths since IA2025016:

• Sustained zero-complaint position in 2025–26 review period — APP_19 Issue 4 SAR refresh confirms zero complaints logged by AMWS against any supplier; APP_11 KPI Q1 confirms zero significant customer complaints against AMWS.
• Director Site-Tour Programme provides a structured route to capture client-side observations during site visits where clients are present.
• Weekly Director / HSQE compliance call provides faster customer-relevant review than the previously-considered quarterly write-up.

Recommendations

1. Close CAR-2026-006 (cross-ref under IA202605) by 30/09/2026 with the 3-question PM feedback for next 5 framework jobs — first proof point of structured customer-signal capture.
2. Once the 5-job feedback set lands, present at September 2026 MR as the new Q1 KPI evidence.
3. Continue the standing weekly compliance call as the active customer-feedback forum.

Feedback & Acknowledgments

Full cooperation. The customer-satisfaction position is fundamentally strong (zero complaints sustained); the 2026 work is about turning implicit evidence into explicit positive-signal capture.

Audit Report Prepared By

Name	Position	Signature	Date
Sean Ashton	HSQE Consultant	S. Ashton	13/05/2026
Aaron Mason	Director	A. Mason	13/05/2026

Corrective Action Close Out

No new CAR raised — cross-references CAR-2026-006 (open under IA202605, target close 30/09/2026).