Customer Satisfaction Procedure ISO 9001 2015 | QP1190

ISO Customer Satisfaction Procedure

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.

ISO Customer Satisfaction Procedure Activities

• Customer Satisfaction General
• Post-Sale Follow-Up
• Customer Satisfaction Survey
• Customer Satisfaction Review

ISO Customer Satisfaction Procedure References

• ISO 9001:2015, “Quality Management Systems-Requirements”, International Organization for Standardization (ISO), Sep., 2015
• Quality Procedures
  • QP1040 Nonconformity and Corrective Action
  • QP1060 Management Review
  • QP1070 Competence and Awareness
  • QP1080 Order Acceptance
  • QP1200 Data Analysis-Continual Improvement Procedure

ISO Customer Satisfaction Procedure Forms

• Post-Sale Satisfaction Report Form
• Customer Satisfaction Survey
• Customer Service Log