Management system guidance
9.1 Monitoring, Measurement, Analysis and Evaluation
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9.1.2 Customer satisfaction
Clause 9.1.2 requires your organization to monitor customer satisfaction, and to decide on the methods it will use to obtain, monitor and review information about customer satisfaction. In practice this means understanding how your customers perceive your organization’s ability to meet their needs and expectations, not simply counting complaints.
What changed in ISO 9001:2026: the 2015 text asked organizations to monitor customers’ perceptions of the degree to which their needs and expectations had been fulfilled. ISO 9001:2026 states the requirement more simply – monitor customer satisfaction – and keeps the need to determine methods for obtaining, monitoring and reviewing the information. The note on example sources has been extended: alongside surveys, feedback on delivered products and services, customer meetings, market-share analysis, compliments, warranty claims and dealer reports, it now names complaints and social media.
You should seek and record evidence that your organization has implemented a consistent and systematic approach to dealing with customer feedback and is obtaining information on customer perception.
Just collecting data on customer perceptions is not sufficient, you should seek and record evidence that your organization has analyzed and evaluated customer data and that conclusions have been made with regard to the effectiveness of the management system.
- Are there any trends?
- Is the situation stable, improving, or deteriorating?
- Are customer needs and expectations changing?
Both internal and external auditors will look for proof 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 obtaining, monitoring and reviewing customer satisfaction information, for example by:
- Using customer satisfaction surveys;
- Providing methods for receiving and dealing with customer feedback, compliments and complaints;
- Monitoring online reviews and social media comments about your organization and its products and services;
- Providing suitable processes to monitor trends in, and review, customer data.
If you need a procedure and forms to help control your business's customer management process, click here.
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