SAQA All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.
SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE: 

Conduct follow-up with customers to evaluate satisfaction levels 
SAQA US ID UNIT STANDARD TITLE
10038  Conduct follow-up with customers to evaluate satisfaction levels 
ORIGINATOR
SGB Marketing 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Marketing 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 4  NQF Level 04  14 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "Reregistered" 
2004-12-02  2007-12-02  SAQA 1657/04 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2008-12-02   2011-12-02  

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.  

This unit standard is replaced by: 
US ID Unit Standard Title Pre-2009 NQF Level NQF Level Credits Replacement Status
252214  Conduct follow-up with customers to evaluate satisfaction levels  Level 4  NQF Level 04  Complete 

PURPOSE OF THE UNIT STANDARD 
This standard is an Elective unit standard and forms part of the Qualification, National Certificate and is registered at Level 4 on the National Qualifications Framework (NQF). Learners working towards this standard will be learning towards the full qualification, or will be working within a marketing environment, specialising in Customer Management, where the acquisition of competence against this standard will add value to one`s job.
This standard will also add value to learners who wish to start their own formal or informal business, acting as a vendor of products or services.

The qualifying learner is capable of:
  • Following up on orders placed
  • Maintaining customer satisfaction and relationships 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    Learners accessing this qualification will have demonstrated competence in communicating verbally and in writing and computer technology at Level 3 on the NQF or equivalent. 

    UNIT STANDARD RANGE 
  • Order status including out of stock, end of line products, orders awaiting delivery, redundant stock
  • Marketing including all forms of marketing communication, direct marketing, relationship marketing, sponsorship and event marketing, sales promotions, public relations and alternative strategies. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Follow-up on orders placed. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Good customer relations are established by being aware of order status. 

    ASSESSMENT CRITERION 2 
    2. Order documentation is reconciled and processed in accordance with organisational requirements. 

    ASSESSMENT CRITERION 3 
    3. Suppliers are contacted to affirm/confirm delivery date in accordance with agreement. 

    ASSESSMENT CRITERION 4 
    4. Customers are contacted to provide delivery information within agreed time frames. 

    ASSESSMENT CRITERION 5 
    5. Order administration procedures and systems are adhered to in accordance with policies. 

    ASSESSMENT CRITERION 6 
    6. Different types of order status are explained and how each of these are followed up on. 

    ASSESSMENT CRITERION 7 
    7. Variances in orders placed and orders received are managed. 

    ASSESSMENT CRITERION 8 
    8. Damaged goods are uplifted inline with organisational requirements. 

    SPECIFIC OUTCOME 2 
    Maintain customer satisfaction and relationships. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Processes that establish communication with customers are implemented according to organisational requirements. 

    ASSESSMENT CRITERION 2 
    2. Product and service support is provided that is consistent with identified customer needs and the resources of the organisation. 

    ASSESSMENT CRITERION 3 
    3. Opportunities for the recognition of feedback from all stakeholders are implemented in relation to maintaining and improving customer satisfaction and relationships. 

    ASSESSMENT CRITERION 4 
    4. Methods and techniques that provide for the ongoing identification of customer satisfaction are followed in accordance with established requirements. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    Providers offering learning towards this standard will be accredited by the Educational Training Quality Assurance Body (ETQA) of the services SETA and/or by GENFETQA. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    A demonstrated understanding of:
  • A general and broad understanding of methods and techniques for following up outstanding and back orders.
  • A broad understanding of methods and techniques for responding to customer needs and requests.
  • A basic understanding of methods and techniques for measuring and evaluating customer satisfaction levels.
  • An all rounded understanding of methods and techniques for improving customer satisfaction levels.
  • A basic understanding of methods and techniques for communicating with individual customers and groups of customers.
  • An all rounded and generic understanding of the industry, the product and the industry role players.

    Range: This knowledge will apply to the particular economic sector in which the learner is learning. Moderation of this aspect will therefore need to be carried out jointly by the relevant educating and training quality assurance body and the services ETQA 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems pertaining to orders, deliveries and stock in an organisation. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others in order to ensure that all problems and queries related to orders and incomplete orders are processed. 

    UNIT STANDARD CCFO ORGANISING 
    Organise oneself and one`s activities so that alternative strategies exist in the event of order/delivery related problems occurring. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, evaluate, organise and critically evaluate information so those customer satisfaction problems are solved. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively when dealing with customers and suppliers regarding delivery of goods problems. 

    UNIT STANDARD CCFO CONTRIBUTING 
    Understand the world as a set of related systems in that order delivery problems impact on customer satisfaction and loyalty. 

    UNIT STANDARD NOTES 
    This unit standard has been replaced by unit standard 252214, which is "Conduct follow-up with customers to evaluate satisfaction levels", Level 4, 6 credits. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  21728   National Certificate: Labour Recruitment Consultancy  Level 4  NQF Level 04  Passed the End Date -
    Status was "Registered" 
    2004-06-12  SERVICES 
    Elective  67463   Further Education and Training Certificate: Human Resources Management and Practices Support  Level 4  NQF Level 04  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Elective  58063   Further Education and Training Certificate: Labour Recruitment Services  Level 4  NQF Level 04  Reregistered  2023-06-30  SERVICES 
    Elective  23433   Further Education and Training Certificate: Micro Finance  Level 4  Level TBA: Pre-2009 was L4  Reregistered  2023-06-30  BANKSETA 
    Elective  20907   National Certificate: Customer Management  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2008-02-19  Was SERVICES until Last Date for Achievement 
    Elective  20893   National Certificate: Human Resources Management and Practices Support  Level 4  NQF Level 04  Passed the End Date -
    Status was "Registered" 
    2005-02-13  Was SABPP until Last Date for Achievement 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD: 
    This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.
     
    1. Chartall Business College 
    2. Compuscan Academy 
    3. Felix Risk Training Consultants 
    4. Nedbank Ltd 
    5. RUDO CONSULTING cc 
    6. SIYANQOBA SEMINARS PTY LTD 



    All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.