Clause 9.1.2
Customer satisfaction must be monitored systematically
"shall monitor customers' perceptions of the degree to which their needs and expectations have been fulfilled"
What it means in practice
- A defined, systematic method for monitoring the customer experience - not occasional spot checks
- You must be able to explain how data is collected, how often, and which customer types and deliveries are covered
- Informal conversations, relationships and complaints alone are no longer sufficient
The auditor typically asks
- How do you ensure that customer feedback is representative?
- How do you separate large projects from smaller deliveries?
- How do you avoid feedback only arriving when there is a problem?
How SurveyGauge covers it
We design a fixed measurement programme with relationship surveys across the customer base and transactional surveys tied to specific projects and deliveries. Method, frequency, target groups and segments are described in a measurement method you can put straight into the quality manual. With 60-80% response rates in our B2B programmes, the data is representative - not just the customers who complain.