ISO 9001:2008 requires an organisation to monitor information that relates to customer perception to determine if customer requirements have been met, but the standard does not specify how this should be achieved.
Determine and appropriate methods for monitoring and measuring customer perception data by:
If any of these measures are showing poor results, or a downward trend, they should become priority Quality objectives 5.4.1.
It is not a mandatory requirement to document your customer satisfaction process. However, you should always look to adequately define and control any operational processes that directly impact upon product quality. Therefore, the implementation of a customer satisfaction procedure will be appropriate to the majority of businesses where such activities are undertaken.
Develop and implement a procedure that defines the responsibilities for:
We provide a Customer Satisfaction Procedure template to help you manage this process in many of our ISO Templates.
The effectiveness of the customer satisfaction process is often determined by looking for evidence that the organisation is able to consistently provide products that conform to customer requirements as well as legal and regulatory requirements. Further to this, evidence of continual improvement is sought in order to determine how the organisation enhances customer satisfaction.