Finally. So far in the standard we have typed about customer focus, customer feedback, even customer owned property. Now, just 8 clauses in, we are dealing with satisfied customers. Woohoo.
It is quite often the butt of jokes when talking about quality management systems, and in particular about certification of quality management systems, that you can be a quality company, even if your ‘quality’ is crap. Just do it consistently and certification is yours.
Well, no it can’t. Not since 2008 when the standard finally talks about the satisfication (A word?? Meant as a verb) of customers.
And so the standard says; as one of the measurements of the performance of the quality management system, Your Company monitors information relating to customer perception as to whether Your Company has met customer requirements. The methods for obtaining and using this information has been determined.
Simple really. But, not just actual satisfaction but perceived satisfaction. Did you notice there was no prescription in the above paragraphs. No mention of surveys, CRMs, etc.
Just determine the methodology and have records available to demonstrate effectiveness. For the quality management systems we design, this is always a quality objective, customer satisfaction that is. Which means targets are set, programs to achieve them are developed, resources are assigned and the results reviewed to determine effectiveness. A great PDCA cycle. Then it is up to the organisational culture of the client as to what methodologies you would use to gather the data.
Yes, surveys are a good tool. Yes, exit interviews, experience interviews, contract reviews, scheduled review meetings, social media, and so many more. Pick one. See if it fits. If not, pick another. But never stop. May I repeat this? Never stop seeking the opinions of your wonderful clients, because if they won’t tell you who will? Your competition?
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