The eighth title of the ISO 9001 Quality Management System standard is defined as measurement, analysis and improvement. The topics under the monitoring and measurement sub-heading under this heading are listed as follows:

  • Customer happiness
  • Internal audit
  • Monitoring and measurement of processes
  • Monitoring and measurement of service

Companies, ISO 9001 Quality Management SystemThey are obliged to ensure customer satisfaction, which is the most fundamental factor in the establishment and management of. There are various methods that companies use to measure internal and external customer satisfaction and these methods are applied. The most effective of these methods is surveys to measure customer satisfaction. The results of this questionnaire must be included in the agenda of management review meetings and evaluated and analyzed here.

If the products and services do not fully meet the specified customer requirements, non-conforming situations should be identified according to the results of the analysis and preventive and corrective action should be initiated for them.

These surveys also provide a good opportunity to demonstrate the suitability of products or services, to prove that the Quality Management System is implemented within the company and to continuously improve the effectiveness of this system. The survey results also allow the determination of applicable methods using a variety of statistical techniques.

Customer satisfaction is a two-way study: internal customers and external customers. In the production process of goods and services within the company, each unit contributing to the product is considered to be the customer of another unit. These are internal customers. If the employees in the units can satisfy each other, then the company's external customers will also be satisfied. External customers are real customers doing business with the company.

Creating customer satisfaction is actually a three-step process. The first stage is that customers are satisfied with the product or service they receive. Customers who are satisfied with this satisfaction will be satisfied. The second stage is customer satisfaction in this way. The third stage is customer loyalty. The satisfied customer will remain loyal to the company and will always buy its products.

If you want to get more detailed information about customer satisfaction within the scope of measurement, analysis and improvement, do not be late to apply to our company. our company TÜRCERT Technical Control and Certification The company provides services with a strong staff and technical infrastructure in the field of Quality Management System.