Radiation Physics Division Quality Management System Guide RPD-G-13

CUSTOMER COMMENTS

Version: 3.20 Page 1 of 3 Approval: JMA Effective Date: August 6, 2019

Purpose

The purpose of this Guide is to document the RPD protocol for the handling of customer 

comments.

Scope

This Guide covers comments for the services described in the RPD-QM-II only. 

Comments directed to other services (e.g., special measurements) are recommended to be 

handled in a like manner.

Definitions

customer feedback (from NIST QMI)

comments from a customer or client, internal or external to NIST, directly (first party) or 

indirectly (second party; e.g., communication at a trade show or given to another NIST staff 

member) to measurement service personnel. The comments may be positive or negative or may 

provide information such as expected future needs or suggestions for improvements. Negative 

customer feedback typically qualifies as a Quality Management System concern.

Comment – A coherent written statement that states an opinion, offers suggestions or a 

statement regarding a technical aspect of an RPD service covered by the RPD Quality

Management System. The statement should point to a potential change or improvement 

in some technical aspect of the service with the intent that it not be binding to the current 

operation.

Equipment

N/A

Health & Safety Precautions

N/A

Protocol

Receipt of comment

1. The RPD staff recipient of the customer feedback/concern, whether written, 

electronic or oral, is responsible for delivering the feedback in written form to the 

Quality Manager in a timely fashion. The exception is if the comment is generated 

through the online NIST Calibration Services PML Calibration Customer Survey or 

the SRM online survey. In this case, the results of the survey are distributed according 

to the QMI, on a quarterly basis and no further action is required unless the associated 

technical staff desires to process an additional comment form. 
Radiation Physics Division Quality Management System Guide RPD-G-13

CUSTOMER COMMENTS

Version: 3.20 Page 2 of 3 Approval: JMA Effective Date: August 6, 2019

2. If received orally, the recipient shall consult with the customer to either obtain a 

written version directly from the customer (preferred) or verify the accuracy of the 

recipient’s interpretation of the feedback.

3. If, in the opinion of the Quality Manager, the customer feedback/concern is not 

interpreted as a complaint (RPD-G-04) or a comment, the filing and retention of the 

feedback is at the discretion of those involved.

4. If, in the opinion of the Quality Manager, the customer feedback/concern is 

interpreted as a complaint (RPD-G-04), the Quality Manager may request that the 

feedback be addressed according to the protocol in RPD-G-04. The opinions of the 

Division Chief, Group Leader or calibration staff may be solicited as needed to 

achieve a consensus opinion. Additional clarifications from the customer may be 

required.

5. The Customer Comment Form (Appendix RPD-G-13. A) shall be attached to the 

comment. Additional statements from the Quality Manager or calibration staff may

be included but are not required.

Review and distribution of Comment

1. The comment is distributed by the Quality Manager to the Division Chief, relevant 

Group Leader, and calibration staff as appropriate.

2. The Customer Comment Form and the original comment are filed by the Quality 

Manager.

Acceptance Criteria

N/A

References

N/A

Records

Customer Comment Form

Filing and Retention

The Quality Manager shall place the original comment and the Customer Comment Form

in the Division comment file. These documents shall be retained indefinitely.
Radiation Physics Division Quality Management System Guide RPD-G-13

CUSTOMER COMMENTS

Version: 3.20 Page 3 of 3 Approval: JMA Effective Date: August 6, 2019

Appendix RPD-G-13. A

CUSTOMER COMMENT FORM

COMMENT:

CUSTOMER ____________________________________________________________

CUSTOMER ADDRESS ______________________________________________________

CUSTOMER CONTACT ______________________________________________________

CONTACT INFORMATION (PHONE OR E-MAIL) ______________________________

COMMENT RECEIVED BY ____________________ DATE __________ 

ADDITIONAL NOTES:

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

QUALITY MANAGER COMMENT/NOTE:

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Approved by: ______________________________ (QS Manager) Date: _______________