customer satisfaction procedure example

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ISO 9001:2008 Clause 8.2.1

P017 Customer Satisfaction Procedure

Company Name/Logo

Company Name/Logo P017 Customer Satisfaction Procedure

Document No: Page 3 of 8

Contents

P017 Customer Satisfaction Procedure ........................................................................................................................ 4

1. Introduction & Purpose ............................................................................................................................................... 4 2. References ................................................................................................................................................................... 4 3. Terms & Definitions ..................................................................................................................................................... 4 4. Application & Scope ..................................................................................................................................................... 4 5. Requirements ............................................................................................................................................................... 5 6. Process ......................................................................................................................................................................... 5

6.1 Customer Satisfaction Surveys ............................................................................................................................... 5 6.2 Customer Feedback ............................................................................................................................................... 5 6.3 Customer Data Analysis ......................................................................................................................................... 5 6.4 Returns and Warranty Claims ................................................................................................................................ 6 6.5 Management Review ............................................................................................................................................. 6 6.6 Documentation & Records ..................................................................................................................................... 6 6.7 Customer Satisfaction Survey Process Map ........................................................................................................... 7 6.8 Customer Complaints & Feedback Process Map ................................................................................................... 8



P017 Customer Satisfaction Procedure

1. Introduction & Purpose

This document describes the methods for measuring, monitoring and interpreting customer perception information to determine whether [Your Company] is meeting customer requirements.

[Your Company] recognizes that the customer feedback process has important links and interfaces between other QMS process that include, but are not limited to those listed below.

7.2.3 Customer Communication

7.3.6 Design & Development Validation

7.3.7 Design & Development Changes

7.5.2 Process Validation

2. References

Reference Title & Description

8.2.1 Quality System Manual

F017-1 Customer Satisfaction Survey

F017-2 Customer Complaint Log

3. Terms & Definitions

Term ISO Clause Definition

Customer Satisfaction

3.1.4 The customer’s perception of the degree to which their requirements have been fulfilled

Customer 3.3.5 An organization or person that receives a product

Specification 3.7.3 Document stating requirements

4. Application & Scope

The scope of this procedure is to assess the level of customer satisfaction by obtaining input from various sources defined herein. Trends and key indicators of satisfaction will be captured and benchmarked. Customer satisfaction information will be obtained from customer feedback and by analyzing customer responses to:

Product returns and warranty claims

Repeat customers and market share

Analysis of customer complaints and customer satisfaction surveys

Recognition and awards

Growth of key accounts

Analysis of credit notes

On-time delivery



6.7 Customer Satisfaction Survey Process Map

Determine satisfaction trends against

objectives

Report data and trends at management review

Contract completion Key customer

Objectives

Issue customer satisfaction survey

F017-1

Survey returns are analyzed and

satisfaction level determined

Conduct verbal survey during follow-up

telephone

Customer completes satisfaction

survey

YES

NO

Data analysis 8.4

customer satisfaction procedure example

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