Customer Satisfaction and Complaint Management

Step 1

• Customer complaints, objections, likes and suggestions can be received in writing or verbally: Forms located at certain points at BUTAL, e-mail (butal.10002@tubitak.gov.tr), telephone, customer online transactions system, TÜBİMER etc.
• The Customer Complaint/Appeal Form (BY-P010-F001) must be filled out by the BUTAL personnel receiving the complaint/appeal and submitted to the Management Representative within the following half working day (based on working day/standard working hours). The complaint/appeal is described in detail and it is determined how the issue was identified by the customer.

Step 2

• The Management Representative treats the complaint/appeal as a priority and communicates with the customer upon receipt and informs him/her that the notification has been received. It obtains the necessary additional information from the customer, learns their expectations for the solution of the problem and satisfaction, and informs them of the date by which the complaint/appeal will be answered at the latest.
• The Management Representative informs the BUTAL Director.
• The Management Representative reports back to the customer with the results of the complaint investigation, corrective actions, if any, and suggestions for solutions for satisfaction within 5 business days at the latest after contacting the customer.

Step 3

• For the complaint/appeal taken into consideration, the Management Representative determines the possible reasons and the most appropriate and effective solution to ensure customer satisfaction.
• The Management Representative communicates with the customer and communicates the solution to be offered to the customer in order to ensure customer satisfaction.
• If the proposed solution is found appropriate by the customer, an agreement is reached and the solution is put into practice. The implementation activity is monitored and coordinated by the Management Representative.