To measure and analyze customer satisfaction following ISO 9001, a company can use various methods, including surveys, feedback forms, and direct customer interactions. The key steps include:
- Define metrics: Establish clear indicators (e.g., Net Promoter Score, customer satisfaction score) to measure satisfaction levels.
- Collect data inputs: Gather customer feedback through surveys, complaints, and reviews.
- Analyze data: Evaluate the collected data to identify trends, patterns, and areas for improvement.
- Act on findings: Implement corrective actions and continuous improvement initiatives based on customer feedback to enhance satisfaction.
- Monitor progress: Regularly review and update the measurement and analysis processes to maintain customer satisfaction.