Customer feedback and organizational memory

Answer:

If your organization:

receives and handles customer complaints, one example of customer feedback, that should be kept as documented information;
asks feedback from customers about their satisfaction, that information could be obtained in a conversation but, as a good practice, should be recorded and kept as documented information at least as an input for management evaluation;
receives from customers a sort of supplier performance rating, that is also customer feedback, that should be kept as documented information at least as an input for management evaluation, or input for corrective actions;

Keeping documented information is a way of keeping the memory of the organization, people can change, personal memories can play tricks on us, having an organization’s memory is an important feature to learn.

T he following material will provide you information about Customer complaints:

- ISO 9001 – Effective complaints management in a QMS - https://advisera.com/9001academy/blog/2014/09/16/effective-complaints-management-qms/
- free online training ISO 9001:2015 Foundations Course – https://advisera.com/training/iso-9001-foundations-course/
- book - Discover ISO 9001:2015 Through Practical Examples - https://advisera.com/books/discover-iso-9001-2015-through-practical-examples/