ISO 9001:2015 Clause 9.1.2, focusing on Customer Satisfaction, is a critical component of the Quality Management System (QMS) standard that emphasizes the importance of monitoring and measuring the extent to which an organization meets customer expectations. This clause requires organizations to assess the degree of customer satisfaction as one of the key performance indicators (KPIs) for the QMS. It guides organizations in determining the methods for obtaining, monitoring, and reviewing this information.
The main aspects of Clause 9.1.2 include:
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Determining Customer Satisfaction Levels: Organizations are encouraged to identify appropriate methods for gauging customer satisfaction, which can include surveys, feedback forms, customer reviews, direct communications, and market analysis. The chosen method(s) should be suitable for obtaining reliable and relevant information.
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Monitoring and Measurement: Regular monitoring and measurement of customer satisfaction are crucial. This involves the collection and analysis of data obtained through the chosen methods. The frequency and details of these activities should be planned and executed as per the QMS requirements.
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Review and Analysis: The information gathered about customer satisfaction must be analyzed to identify trends, issues, or areas for improvement. This analysis should consider both positive feedback and complaints.
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Feedback Integration: The insights gained from the analysis of customer satisfaction data should feed into the continuous improvement process of the QMS. This may involve modifying processes, products, or services to better meet customer requirements and enhance overall satisfaction.
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Documentation and Record Keeping: Organizations must keep documented information as evidence of their customer satisfaction monitoring activities and the results achieved. This documentation is essential for internal audits, management reviews, and compliance with ISO 9001 requirements.
Overall, Clause 9.1.2 underscores the importance of understanding and meeting customer needs and expectations as a fundamental aspect of quality management. It highlights the need for a systematic approach to collecting, analyzing, and acting on customer feedback to drive continual improvement within the organization.