ISO 9001:2008 Clause 8.2.1 P017 Customer Satisfaction Procedure

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P017 Customer Satisfaction Procedure

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

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P017 Customer Satisfaction Procedure

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

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7.3.6 Design & Development Validation

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7.3.7 Design & Development Changes

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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

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Repeat customers and market share

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Analysis of customer complaints and customer satisfaction surveys

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Recognition and awards

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Growth of key accounts

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Analysis of credit notes

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On-time delivery

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P017 Customer Satisfaction Procedure

6.7 Customer Satisfaction Survey Process Map

Contract completion

Issue customer satisfaction survey F017-1

Customer completes satisfaction survey

Key customer

NO

Conduct verbal survey during follow-up telephone

YES

Data analysis 8.4

Survey returns are analyzed and satisfaction level determined

Objectives

Determine satisfaction trends against objectives

Report data and trends at management review

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