ISO 9001:2015 Customer Satisfaction Audit Checklist

Every business must make great efforts to satisfy its customers, since customers provide cash flow.

ISO 9001 standards aim to make this process as efficient as possible, which is the purpose of clause 8.2.1 covering customer communication.

1. Collect Feedback from Customers
To improve products and services, it’s essential that businesses understand what their customers are saying through surveys, interviews, or any other data collection tools available. By listening to customer feedback, businesses can identify areas for improvement while also verifying that their quality management system is functioning as intended.

Effective communication with customers about products and services helps build trust, reduce misunderstandings, increase satisfaction levels and lead to repeat business and referrals – an aspect which becomes especially crucial when handling customer complaints.

As often, the best way to understand customer needs is through direct dialogue with them. There are various approaches you can use – email, telephone or online forms are among them – but always ensure a secure environment so your customers feel free to provide their feedback in confidence. Furthermore, keep a record of everything said or done as a result of any feedback given or actions taken as a response.

2. Analyze the Feedback
Apple, Google, and Amazon are renowned for listening closely to customer needs and feedback. They understand that customers are key components of their businesses; without them the cash simply wouldn’t flow, and they wouldn’t be able to enhance products and services for customers.

ISO 9001 stipulates that organizations monitor customer perceptions to assess how effectively needs and expectations are being met, along with creating an approach for gathering, tracking, reviewing and analysing this data (though the exact methods chosen remain up to each organisation).

Manual or automated methods of data collection can be employed. The initial stage involves structuring raw data by compiling all open-ended feedback responses into an Excel spreadsheet and categorizing them accordingly, then analyzing its insights. Another option would be using automated feedback analysis software – often more accurate and capable of processing large volumes quickly and accurately.

3. Take Corrective Action
The ISO 9001:2015 standard mandates that companies monitor information related to customer satisfaction (and dissatisfaction) as one of their performance measurements of quality management system performance, and to define how this data will be obtained.

In 2015, this requirement was added to the standard. This element requires you to document your plans for communicating with customers, including how you will solicit and address customer feedback.

Reducing repetition of errors and mistakes, this requirement aims to avoid repeating them over and over. For instance, if certain processes are not repeated consistently it could reduce customer satisfaction levels resulting in lower levels of customer service; hence it’s imperative that key processes are clearly documented and clearly communicated to staff members.

Plan ahead when outsourcing activities. For instance, if your company contracts out welding, heat treatment, painting or any other tasks to an outside facility for completion then a plan should be in place to monitor whether these activities meet required standards.

4. Communicate with Customers
Quality improvement is vitally important to business, but so too is communication with customers to keep them satisfied. This can be accomplished via multiple channels like email, phone and social media; keeping customers up-to-date will allow them to trust that their issues will be quickly addressed and resolved.

Consumers trust brands that deliver consistent positive experiences and actively address any problems as soon as they arise. ISO 9001 certification can help companies build that relationship with their consumers.

Diligent Compliance’s software has been designed to give businesses real-time insight into how well they’re adhering to ISO 9001 standards, so they can take corrective action as necessary and remain compliant. Our Customer Satisfaction Audit Checklist, Forms, & Template can help get you started; while CommBox streams data from any CRM in real time for additional context to assist agents in providing superior customer service.