K
Ka Pilo
Me and my colleague (from QA department) have argued how to monitor customer satisfaction if one can even define what customer satisfaction exactly is.
We can consider a lot of measures i.e. customer feedback showing a positive trend, increase repeat business etc. The difficult part is defining it. I think everyone has different definitions on what is customer satisfaction, and therefore, monitoring customer satisfaction many different ways.
So, how do you define customer satisfaction? How do you monitor it? What is the definition of customer satisfaction in the context of ISO 90001? Do think satisfaction will always be up to the customer?
We can consider a lot of measures i.e. customer feedback showing a positive trend, increase repeat business etc. The difficult part is defining it. I think everyone has different definitions on what is customer satisfaction, and therefore, monitoring customer satisfaction many different ways.
So, how do you define customer satisfaction? How do you monitor it? What is the definition of customer satisfaction in the context of ISO 90001? Do think satisfaction will always be up to the customer?