0.1 Overview

Customer satisfaction is a critical factor in organizational success, as it directly reflects the effectiveness of the organization and its products. Therefore, it is essential to monitor and measure customer satisfaction regularly.

The insights gained from this process can uncover opportunities to improve the organization’s strategies, products, processes, and attributes that customers value, thus supporting the organization’s goals. These improvements can strengthen customer trust and lead to commercial and other benefits.

This Technical Specification offers guidance to organizations on establishing effective processes for monitoring and measuring customer satisfaction.

0.2 Relationship with ISO 9001:2008

This Technical Specification aligns with ISO 9001:2008, supporting its objectives by providing specific guidance on customer satisfaction monitoring and measurement. It can help address relevant clauses in ISO 9001:2008 related to customer satisfaction, as outlined below:

• ISO 9001:2008, Clause 5.2, Customer Focus: “Top management shall ensure that customer requirements are determined and met with the aim of enhancing customer satisfaction.”
• ISO 9001:2008, Clause 6.1, Resource Management: “The organization shall determine and provide the resources needed to enhance customer satisfaction by meeting customer requirements.”
• ISO 9001:2008, Clause 8.2.1, Customer Satisfaction: “As one of the measurements of the performance of the quality management system, the organization shall monitor customer perception information regarding whether the organization has met customer requirements. The methods for obtaining and using this information shall be determined.”
• ISO 9001:2008, Clause 8.4, Data Analysis: “The organization shall determine, collect, and analyze appropriate data to demonstrate the suitability and effectiveness of the quality management system and to evaluate where continual improvements can be made. This includes data generated from monitoring and measurement and other relevant sources. The analysis shall provide information regarding customer satisfaction.”
  
  

This Technical Specification can also be applied independently of ISO 9001.

0.3 Relationship with ISO 9004:2009

This Technical Specification is compatible with ISO 9004:2009, which provides guidance on managing for the sustained success of an organization. It complements the following guidance in ISO 9004:2009:

• Clause B.2, Customer Focus
• Clauses 8.3.1 and 8.3.2, Determining Customer Needs, Expectations, and Satisfaction
  
  

0.4 Relationship with ISO 10001, ISO 10002, and ISO 10003

• ISO 10001 provides guidance on codes of conduct related to customer satisfaction. These codes help prevent problems and reduce the causes of complaints and disputes, improving customer satisfaction.
• ISO 10002 offers guidance on handling product-related complaints internally. This can preserve customer satisfaction and loyalty by resolving complaints quickly and effectively.
• ISO 10003 provides guidance on resolving disputes regarding product-related complaints that could not be settled internally. This standard helps minimize customer dissatisfaction due to unresolved issues.
  
  

Together, ISO 10001, ISO 10002, and ISO 10003 help minimize customer dissatisfaction and improve customer satisfaction.

This Technical Specification complements these standards by providing guidance on monitoring and measuring customer satisfaction. The information gathered can guide the organization in taking actions to sustain or enhance customer satisfaction.