The ISO Customer Satisfaction Procedure identifies steps (delineate a process) for obtaining information about customer perceptions regarding your company’s products/services meeting stated and unstated requirements in conformance with ISO 9001:2015.

This procedure applies to the post-sales service and retention of all customers. (12 pages, 1679 words)

The company should use information gathered by Customer Service Representatives to make improvements in its products, services, internal operations, and other aspects of the business.

ISO Customer Satisfaction Responsibilities

Customer Service Representatives are responsible for interfacing with the customer after the sale and for monitoring and relating information regarding customer perceptions of the company and its ability to satisfy their requirements.

The Customer Service Manager is responsible for managing a group of Customer Service Representatives (CSRs), resolving issues that cannot be resolved by CSRs, escalating issues to upper management where necessary, and reporting to Top Management on customer service tasks and issues.

The Senior Onsite Manager is responsible for ensuring that their site’s products and services meet or exceed customer requirements.

ISO Customer Satisfaction Definitions

Customer perceptions – Customer perceptions represent the feelings and attitudes for the organizations products and services. Monitoring examples can include customer surveys, customer feedback on delivered products and services, customer meetings, market-share analysis, compliments, complaints, dealer reports, warranty claims or provisions, contractual obligations such as maintenance services, and supplementary services such as recycling or final disposal.