ISO 9001:2015 identifies the customer satisfaction as one of the measurements of performance of quality management system. This is to understand whether the organization is able to meet the customer requirements or not.
Customers are primarily the end users of your product, but may also include intermediaries such as assemblers (internal or external) who integrate your product into theirs, and dealers and distributors who market and sell your product or the integrated product in the market. Thus, for different kind of works, there can be a different kind of customers.
Customer satisfaction is an essential tool for an organization to gauge the health of their QMS implemented in an organization. Using this we can measure the degree of satisfaction customers have with the organization and its products according to the customer’s point of view. This approach would typically include defined responsibilities for logging and tracking complaints, clearing technical issues, determining problem causes and actions to address them.
The Customer Satisfaction Procedure helps an organization identify steps for obtaining information about customer perceptions regarding your company’s products/services meet stated and unstated requirements in conformance with ISO 9001:2015.
Monitoring customer satisfaction enables the early identification of problems concerning quality, performance, and functionality of the product and unfulfilled expectations of customers.
The organization’s success depends on its customers, and therefore, understanding current and future customer needs will allow meeting customer requirements and exceeding customer expectations.