Customer Satisfaction as per ISO 9001:2015 Clause 9.1.2.
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Customer Satisfaction as per ISO 9001:2015 Clause 9.1.2.

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Customer Satisfaction as per ISO 9001:2015 Clause 9.1.2.

Customer satisfaction is the one performance element of quality management system is placed in  separate clause.

Since the first principle of the ISO 9001 is customer focus, the standard requires organization to monitor customer satisfaction and to agreed to reach the customer needs. In order to achieved this, the organization must establish the methods for obtaining, monitoring and reviewing information about customer satisfaction and this can be done in customer satisfaction surveys, customer feedback, meeting with customers, etc.

Information about customer satisfaction are one of the most valuable inputs in management review because this give indication to the organization is on the right track.

Is the customer satisfaction increasing or decreasing and what is to need to be done in order to increase the customer satisfaction?

Clause 9.1.2 is important because the results from customer satisfaction are one of the main inputs for the improvement of quality management system.

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