Customer Satisfaction and Complaint Management

Step 1

• Customer complaints, objections, praises, and suggestions can be received in writing or verbally: Forms located at specific points in BUTAL, email (butal.10002@tubitak.gov.tr), phone, customer online transaction system, TÜBİMER, etc.
• The BUTAL staff member receiving the complaint/objection must complete the Customer Complaint/Objection Form (BY-P010-F001) and forward it to the Management Representative within the following half business day (based on working days/standard working hours). The complaint/objection should be detailed, and the way the customer identified the issue should be clarified.

Step 2

• The Management Representative treats the complaint/objection as a priority task and communicates with the customer to inform them that the notification has been received. The representative gathers any additional information from the customer, learns about the customer’s expectations regarding the solution and satisfaction, and informs the customer about the latest date by which they will receive a response.
• The Management Representative also informs the BUTAL Manager.
• After communicating with the customer, the Management Representative provides feedback to the customer regarding the complaint’s investigation results, any corrective actions (if applicable), and proposed solutions to ensure satisfaction, within a maximum of 5 business days.

Step 3

• For the evaluated complaint/objection, the Management Representative identifies possible causes and determines the most appropriate and effective solution to ensure customer satisfaction.
• The Management Representative contacts the customer and communicates the solution that will be provided to ensure satisfaction.
• If the customer agrees with the proposed solution, an agreement is reached, and the solution is implemented. The Management Representative monitors and coordinates the implementation process.