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ISO 9001 customer satisfaction questions

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Guest user Created:   Feb 08, 2021 Last commented:   Feb 08, 2021

ISO 9001 customer satisfaction questions

1.If the assessment of customer satisfaction (according to ISO 9001:2015) by the auditee is still mandatory, even if the related procedure and records are not more mandatory?

2.Are auditors and certification bodies simply allowed to decide to not take into account as NEEDED the customers' satisfaction assessment by the auditees?

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ISO 9001 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

ISO 9001 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

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Carlos Pereira da Cruz Feb 08, 2021

"1.If the assessment of customer satisfaction (according to ISO 9001:2015) by the auditee is still mandatory, even if the related procedure and records are not more mandatory?

Answer:

It is mandatory that an organization determines how to get, monitor and review information about what is commonly called “customer satisfaction”. 

2.Are auditors and certification bodies simply allowed to decide to not take into account as NEEDED the customers' satisfaction assessment by the auditees?"

Answer:

If clause 9.1.2 is included in the scope the audit, auditors should audit the customers' satisfaction assessment by the auditees. They can ask: how do you get and monitor customers’ satisfaction feedback? Did you receive that feedback? Did you analyze that feedback? What were your conclusions and decisions?

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Feb 08, 2021

Feb 08, 2021

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