Customer Satisfaction

ISO 9000 standard defines customer satisfaction as the perception in terms of meeting a customer’s expectations. A product and/or service aimed at meeting customer satisfaction must be supported by a Quality Management System to ensure the development of processes required to meet a customer needs and exceed its expectations.

Therefore, it is necessary to carry out continuous planning, control, and improvement. By monitoring the process, it is possible to know the degree to which the requirements that customers expect to obtain with the products and/or services offered are met.

Although the standard does not establish a specific method, an organization should collect the customers’ opinion to know their satisfaction level and make better decisions.  One of the procedures to apply is customer satisfaction surveys, which help to understand customer priorities and areas for improvement.

It is necessary to establish the most appropriate way to validate the fulfillment of the customer’s expectations since this activity would make the customer collaborate proactively and show its satisfaction degree. It is up to each organization to establish the most appropriate period for measuring customer satisfaction, which varies according to the business nature.