Category Archives: Customer satisfaction

Customer Satisfaction

Question The question is about 9.3.2.1 in IATF 16949. It said the input to management review shall include (f) customer satisfaction. Because that clause is supplemental to ISO 9001, 9.3.2, where C (1) customer satisfaction and feedback from relevant interested … Continue reading

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ISO 9001: Product Development and Customer Satisfaction

Q: Does a company certified to ANSI/ISO/ASQ Q9001-2008 Quality management systems — Requirements that produces raw materials for a customer according to their written specification also, as a raw material supplier, have a responsibility under ISO 9001 to meet the … Continue reading

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Customer satisfaction and loyalty

Q: Can you give me more information about how organizations gain, measure, and retain customer satisfaction and loyalty? A: The Quality Improvement Glossary, by Donald L. Siebels, defines customer loyalty/retention as “the result of an organization’s plans, processes, practice, and … Continue reading

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