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How can a company measure and analyze customer satisfaction under ISO 9001?

Under the ISO 9001 standard, companies can measure and analyze customer satisfaction using various methods. By collecting and analyzing data generated through these methods, companies can gain valuable insights into customer satisfaction and identify areas for improvement in order to enhance the customer experience and comply with ISO 9001 standards.

These methods include:

1. Surveys: conducting regular surveys to gather feedback from customers about their levels of satisfaction with the company's products and services.

2. Complaints: analyzing customer complaints to identify recurring issues and areas for improvement.

3. Feedback: actively soliciting feedback from customers through various channels, such as email, phone calls, and personal interactions.

4. Net Promoter Score (NPS): implementing Net Promoter Surveys to measure customer loyalty and willingness to recommend the company.

5. Reviews: monitoring and analyzing reviews posted by customers on platforms such as social media, review websites, and online forums.

6. Key Performance Indicators (KPIs): establishing and monitoring specific indicators related to customer satisfaction, such as response times to customer inquiries, resolution times for complaints, or customer retention rates.

7. Benchmarking: comparing customer satisfaction levels against industry benchmarks or competitor data to understand the company's performance and identify areas for improvement. 

8. Quality Management System Audits: conducting regular internal audits of the company's quality management system in order to assess compliance with ISO 9001 related to customers.

9. Continuous Improvement: implementing a process of continuous improvement based on analysis of customer data, with the goal of setting objectives for further improvement and taking appropriate actions to address issues identified. 

By integrating these measures into their quality management system, companies can effectively monitor and analyze customer satisfaction in accordance with ISO 9001. This will lead to improved customer relationships, enhanced loyalty, and enhanced business performance.

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