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.