9.1 Monitoring, measurement, analysis and evaluation (9.1.2)

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9. PERFORMANCE EVALUATION

9.1 Monitoring, measurement, analysis and evaluation

9.1.2 Customer satisfaction

The organization shall monitor customers’ perceptions of the degree to which their needs and expectations have been fulfilled.

The organization shall determine the methods for obtaining, monitoring and reviewing this information.

NOTE Examples of monitoring customer perceptions can include customer surveys, customer feedback on delivered products and services, meetings with customers, market-share analysis, compliments, warranty claims and dealer reports.

Cross reference
Clause 5.1.2 (Customer focus)
Clause 8.5.5 (Post delivery activities)
Clause 9.1.3 (Performance analysis and evaluation)
Clause 10.1 (Improvement)