Customer Satisfaction within ISO ensures that products and services are up to the correct quality standards for customers. Satisfaction is monitored, documented, reviewed and analyzed in order to take corrective action in the event that customer requirements are not being met.
The purpose of the Customer Satisfaction procedure is to describe the methods for measuring, monitoring and interpreting customer feedback to determine whether the organization is meeting customer requirements.
You recognize that the customer feedback process has important links and interfaces between other management system process that include, but a re not limited to; customer communication, design and development validation, design and development changes and process validation.
Like any type of business, you always want to keep your customers happy. So, it is essential to have a Customer Satisfaction clause in your ISO 9001 quality management system.
This might seem like a stupid question, but there are many reasons. Think about it - what is the most important reason for your business?
Customer satisfaction is important for companies on any level and in any industry, for the simple reason that customers keep cash flowing through a business. In order to be successful in the world of business, a loyal customer base must be established early on.
This is achieved by satisfying the customers, which will keep them coming back and spending money with the business. ISO 9001 provides specific guidelines on how to uphold these standards to keep satisfying customers and improving the inner workings of the business on a regular basis.
The list below will give you a good idea of what the customer satisfaction process should look like in a company.
To begin the customer satisfaction process, the company will need to first identify how to measure if customers are happy with your product or service. This can be done by surveys or other feedback mechanisms, which will be discussed in detail within the next few sections.
Along with making sure customers are satisfied, the business will also need to devise a completion time for any solutions that they will implement, as well as follow a set method of continuing to collect the data that will tell them how they are doing as a company.
With the consistent review of documented data and delegation of responsibility to each relevant department, the company’s plan could be more simply described as:
While the ISO 9001 requirements assist businesses in evaluating their customer satisfaction levels, they must ensure they are monitored and measured.
