The following is a typical auditing scenario that might be found when auditing an ISO 9001:2008 QMS for clause 8.2.1 Customer Satisfaction. Read the scenario to determine if you think it would be conforming or nonconforming, then read the answer and explanation.
Support Information – ISO 9001:2008 Clause 8.2.1
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.
NOTE: Monitoring customer perception can include obtaining input from sources such as customer satisfaction surveys, customer data on delivered product quality, user opinion surveys, lost business analysis, compliments, warranty claims and dealer reports.
When asked about customer satisfaction, the QA manager indicated that customer surveys were very expensive, so they just operated on the premise that no news was good news. If there were no customer complaints, they felt everything was OK. They had kept no detail or records of any activities relating to customer satisfaction.
This clause is one of the most important clauses of the standard and requires that the organization monitor the customers’ perception of whether their requirements have been met. It is the basis for which the organization exists.
The requirement goes beyond the typical ‘reactive’ customer complaint system and is looking for a proactive approach to determining if the customer is satisfied. This could be done through:
- customer surveys
- focus groups
- analysing warranty claims
- increased sales
- repeat business
- customer loyalty
- lost business analysis