Guidance

Monitoring and measurement

The ISO Navigator™ database hyperlinks the ISO 9000 principles and the ISO 9001 requirements; and explains them in plain English with practical guidance.

ISO 9001: Customer satisfaction 8.2.1

ISO 9001:2008 requires that customer satisfaction is monitored but does not specify methods. Consider using measures like these:

  1. Do we deliver on time?
  2. Do we deliver in full?
  3. What feedback do we get from sales reps and service engineers?
  4. Are the key accounts growing?
  5. Customer audits or monitoring? if favourable, use them as evidence

Monitor and measure customer satisfaction. Both internal and external auditors would expect to see evidence that a consistent and systematic approach has been implemented to deal with customer complaints.

This approach would typically include defined responsibilities for logging and tracking complaints, clearing technical issues, determining problem causes and actions to address them. Specific examples of complaints must be sampled.

The link between the customer complaint process and corrective action also requires special scrutiny. Determine appropriate methods for monitoring and measuring customer satisfaction by:

  1. Using customer satisfaction surveys
  2. Providing methods for receiving and dealing with customer feedback
  3. Providing suitable processes to monitoring trends in customer data