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C9.1.2 – Customer satisfaction
This policy outlines the approach to monitoring and measuring customer satisfaction as required by Clause 9.1.2 of ISO 9001:2015. It ensures that the organisation systematically gathers and evaluates customer feedback to assess performance, enhance customer experience, and drive continuous improvement within the Quality Management System (QMS).
ISO 9001:2015 – Customer Satisfaction
Clause 9.1.2 of ISO 9001:2015 requires organisations to monitor customer perceptions to determine whether their needs and expectations are being met. This includes collecting customer feedback through surveys, reviews, complaints, and other relevant sources. Organisations must analyse this data to identify trends, address concerns, and implement improvements that enhance customer satisfaction. By effectively measuring and responding to customer feedback, organisations can strengthen relationships, improve service quality, and maintain a competitive edge in the market.
