Cari Spears said:
Customer complaints aren't really a method. They are information relating to the customer's perception as to whether the organization has met customer requirements. Positive feedback is the same thing.
Now, keeping a log of strictly customer complaints - that is a method of tracking (which I perceive as another word for monitoring in this context). This is the part that is up to us to decide.
Yes, tracking of Customer Complaints is, in my opinion, a method to monitor Customer Satisfaction and, if it was used, would probably address 8.2.1.
What I'm stating is that just because Marc's ficticious (???) company doesn't use that method, that doesn't mean they're not addressing 8.2.1. They could be using other methods like I stated in my earlier post and Marc has just omitted that information.
I feel like I'm back in my Auditor course again. Never assume. Never guess. Audit only on the facts. In this case, all we know is that they do not track Customer Complaints. We do NOT know if they use some other method to monitor Customer Satisfaction. Which is why I like 7.2.3(c) and 8.3.
Marc, what haven't you told us?
Are there any other methods in place to track Customer Satisfaction? What process is followed when a Customer complains?