8.2.1 Customer Satisfaction

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Author	Topic: 8.2.1 Customer Satisfaction
Marc Smith Cheech Wizard Posts: 4119 From:West Chester, OH, USA Registered:	posted 13 September 2000 06:22 AM Posteed by: lmfoong Posted 12 September 2000 12:06 AM ÊÊÊ ÊÊÊÊ ÊÊ ÊÊ ------------------------------------------------------------------------ Forum members, I wish to seek better understanding of the requirement of 8.3 ----Editor's Note: 8.3 is Control of Nonconformity -- I think he means 8.2.1---- which requires organization to measure customer satisfaction and/or dissatication. I agreed that the 1994 version somewhat measures this "new" requirement in the form of "customer complaints handling". However, would it be adequate to understand the customer only based on this information. My rationale is that customer who make complaints may not indicate dissatisfaction because those who does may still satisfied and continue to have business with you. And on the other hand, customer who don't make complaints may not be satisfied but choose not to complain. Based on the above, how would an ISO auditor or an organization determine customer satisfaction and/or dissatisfaction from the customer complaints. ------------------ Thanks and Best Regards lmfoong IP: Logged
Marc Smith Cheech Wizard Posts: 4119 From:West Chester, OH, USA Registered:	posted 13 September 2000 06:34 AM As a starter, you might want to take a read through http://Elsmar.com/ubb/Forum15/HTML/000069.html > Unfortunately, the year 2000 version (FDIS)has blinked. The Customer > Satisfaction measurement still allows the option to measure > dissatisfaction. Many companies will continue to try and measure > 'satisfaction' by looking at customer complaints and warranty claims. > Once again we have managed to shoot ourselves in the foot. This was taken from the latter part of that thread. IP: Logged
Marc Smith Cheech Wizard Posts: 4119 From:West Chester, OH, USA Registered:	posted 06 February 2001 11:40 AM Also see http://Elsmar.com/ubb/Forum15/HTML/000153.html IP: Logged
Craig unregistered	posted 06 February 2001 03:35 PM I am not sure this is going to work for our auditor, but what we are going to try is to document the fact that our sales force's call reports are widely distributed and reviewed by most of upper and middle management, as well as having the complaints tracked. It might be impractical for some companies, but for us, and for me, it sure means more than some dry report. It really does seem to work, too. IP: Logged

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