Customer satisfaction: How are you measuring success?

July 10, 2013 1:02 pm Published by

Customer satisfaction is core to all ISO management systems. After all, without customers there’s no need to be in business.

In ISO 9001, customer focus is defined as top management responsibility. Customer focus involves determining customer requirements and meeting the requirements to achieve customer satisfaction.

The word “customer” appears 30 times in ISO 9001 precisely because making sure your external, internal and legal customers are satisfied is the core foundation for your success. That’s why we’re kicking off a series of blogs on the topic.

To review, the ISO 9001 standard has several clauses focusing on the customer. They include but are not limited to:

  • 8.2.1 — Customer Satisfaction
  • 8.5.1 — Continual Improvement
  • 5.2 — Customer Focus
  • 7.2 – Customer-Related Processes

Customer Satisfaction data is a key Quality Objective that needs to be measured indicating how the Quality Management System is performing. It is up to each organization to determine how to measure customer satisfaction. Some common tools include:

  • Customer complaints
  • Return products from customer
  • Customer surveys
  • Performance report from customer
  • Benchmarking
  • Communication from customers

What are you doing to measure customer satisfaction? Send us your preferred method and tell us why. We’ll share some of your tips, anonymously if requested. In future blogs we’ll also dissect some of the ISO clauses that support the old adage: The customer is king.

In the meantime, here’s some summer reading: http://www.isorequirements.com/applying_the_principle_of_customer_focus_in_iso_9001.html

Then be sure to contact us to ensure you’re doing everything you can to satisfy your customers.


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This post was written by Roy D'Ardenne