Customer satisfaction

customer perception that needs are met (9.1.2)

ISO 9001 requires monitoring customers’ perceptions of whether their needs and expectations are met. The method is up to the organisation: surveys, scorecards, complaint trends, delivery performance, direct feedback.

In automotive, customer scorecards (PPM, delivery, escalation status) are the usual source.

Calculate it

Supplier Scorecard: Weighted supplier rating with A / B / C class and trend.

Related terms

• Quality objectives: measurable goals that follow the policy (6.2)
• COPQ: cost of poor quality