I work as the MR of an organization which is a fully owned subsidiary of a UK company in the education domain. We generally don't directly interact with the end customers (teachers in schools). So the customer feedback mechanism set up involved getting feedback from our UK counterparts who anyway directly interact with the end customer. We had used Customer Satisfaction Surveys (with 10 -12 parameters) for collecting feedback for a number of years. Then we switched to Net Promoter Scores (NPS) mainly because most teams were considered an extension of the UK team and many of the parameters used started becoming obsolete. Now my CEO is asking whether we can do away with the whole thing. I know that customer feedback is mandated, though 9001 doesn't say it has to be a survey. Would be great if someone in the group can share their insights on this. We do have separate complaint handling and defect tracking mechanisms. Would these be sufficient by themselves?