Customer Satisfaction

The International Organization for Standardization (ISO) has established the ISO 9001 as a way to define whether or not companies are meeting their customers’ needs and expectations. Companies that are ISO 9001 2000 certified demonstrate to their customers that they comply with the ISO’s rigorous Quality Management System requirements.  

ISO 9001 2000 customer satisfaction measurement standards provide a framework for quality management. As part of ISO 9001 2000 requirements a company needs to:

• Determine the needs and expectations of its customers
• Show that its product or service meets customer needs, expectations, industrial standards and regulatory requirements.

There are many references to customers in the new Standard, starting right at the beginning where the Scope is defined in terms of meeting customers requirements and using the quality management system to enhance customer satisfaction. The main references to CSM in the new Standard are examined below.
ISO 9001:2000, CSM requirements
1.1 General
This International Standard specifies requirements for a quality management system where an organisation:
a) Needs to demonstrate its ability to consistently provide product that meets customer and applicable regulatory requirements, and
b) Aims to enhance customer satisfaction through the effective application of the system, including processes for the continual improvement of the system and the assurance of conformity to customer and applicable regulatory requirements.
5. Management responsibility;5.2 Customer focus
Top management shall ensure that customer requirements are determined and are met with the aim of enhancing customer satisfaction (see 7.2.1 and 8.2.1).
This clause places this responsibility firmly with senior management who must also ensure that adequate and appropriate resources are provided to achieve this objective.
6. Resource management;6.1 Provision of Resources
The organisation shall determine and provide the resources needed
a) To implement and maintain the quality management system
and continually improve its effectiveness, and
b) To enhance customer satisfaction by meeting customer requirements.
7. Product realisation; 7.2 Customer related processes
7.2.1 Determination of requirements related to the product
The organisation shall determine a) Requirements specified by the customer, including the requirements for delivery and post-delivery activities

8. Measurement, analysis and improvement; 8.2 Monitoring and measurement; 8.2.1 Customer satisfaction
As one of the measurements of the performance of the quality management system, the organisation shall monitor information relating to customer perception as to whether the organisation has met customer requirements. The methods for obtaining and using this information shall be determined.

Our eSurvey can monitor and measure customer satisfaction and help you comply with ISO 9001 2000 requirements. We offer ISO survey design, data collection, administration and analysis services that can set the stage for ISO certification, while guiding you towards better business decisions.

Whether you need an ISO customer survey from scratch, or have an existing survey that needs to be administered, eSurvey comes in handy. Our goal is to help you compose a highly relevant survey instrument that will yield sound and valid conclusions while achieving the maximum survey response rate possible.