8.2.1 Customer satisfaction

As one of the measurements of the performance of the quality management system, the organization shall monitor information relating to customer perception as to whether the organization has met customer requirements. The methods for obtaining and using this information shall be determined.

NB Monitoring customer perception can include obtaining input from sources such as customer satisfaction surveys, customerdata on delivered product quality, user opinion surveys, lost business analysis, compliments, warranty claims and dealer reports.

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