ISO 9001:2008

Clause 8.2.1
P017 Customer Satisfaction Procedure

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P017 Customer Satisfaction Procedure

Contents
P017 Customer Satisfaction Procedure ........................................................................................................................ 4
1. Introduction & Purpose ............................................................................................................................................... 4
2. References ................................................................................................................................................................... 4
3. Terms & Definitions ..................................................................................................................................................... 4
4. Application & Scope ..................................................................................................................................................... 4
5. Requirements ............................................................................................................................................................... 5
6. Process ......................................................................................................................................................................... 5
6.1 Customer Satisfaction Surveys ............................................................................................................................... 5
6.2 Customer Feedback ............................................................................................................................................... 5
6.3 Customer Data Analysis ......................................................................................................................................... 5
6.4 Returns and Warranty Claims ................................................................................................................................ 6
6.5 Management Review ............................................................................................................................................. 6
6.6 Documentation & Records ..................................................................................................................................... 6
6.7 Customer Satisfaction Survey Process Map ........................................................................................................... 7
6.8 Customer Complaints & Feedback Process Map ................................................................................................... 8

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P017 Customer Satisfaction Procedure

P017 Customer Satisfaction Procedure

1. Introduction & Purpose
This document describes the methods for measuring, monitoring and interpreting customer perception information to
determine whether [Your Company] is meeting customer requirements.
[Your Company] recognizes that the customer feedback process has important links and interfaces between other QMS
process that include, but are not limited to those listed below.

7.2.3 Customer Communication

7.3.6 Design & Development Validation

7.3.7 Design & Development Changes

7.5.2 Process Validation

2. References
Reference

Title & Description

8.2.1

Quality System Manual

F017-1

Customer Satisfaction Survey

F017-2

Customer Complaint Log

3. Terms & Definitions

Term

ISO Clause

Definition

Customer
Satisfaction

3.1.4

The customers perception of the degree to which their requirements have been
fulfilled

Customer

3.3.5

An organization or person that receives a product

Specification

3.7.3

Document stating requirements

4. Application & Scope

The scope of this procedure is to assess the level of customer satisfaction by obtaining input from various sources
defined herein. Trends and key indicators of satisfaction will be captured and benchmarked. Customer satisfaction
information will be obtained from customer feedback and by analyzing customer responses to:

Product returns and warranty claims

Repeat customers and market share

Analysis of customer complaints and customer satisfaction surveys

Recognition and awards

Growth of key accounts

Analysis of credit notes

On-time delivery

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P017 Customer Satisfaction Procedure

6.7 Customer Satisfaction Survey Process Map

Contract completion

Issue customer
satisfaction survey
F017-1

Customer
completes
satisfaction
survey

Key customer

NO

Conduct verbal survey

during follow-up
telephone

YES

Data analysis 8.4

Survey returns are

analyzed and
satisfaction level
determined

Objectives

Determine satisfaction
trends against
objectives

Report data and trends

at management review

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