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  ISO 9001/4:2000
  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
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posted 13 September 2000 06:22 AM     Click Here to See the Profile for Marc Smith   Click Here to Email Marc Smith     Edit/Delete Message   Reply w/Quote
Posteed by: lmfoong
Posted 12 September 2000 12:06 AM ╩╩╩ ╩╩╩╩ ╩╩ ╩╩
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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

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Marc Smith
Cheech Wizard

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From:West Chester, OH, USA
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posted 13 September 2000 06:34 AM     Click Here to See the Profile for Marc Smith   Click Here to Email Marc Smith     Edit/Delete Message   Reply w/Quote
As a starter, you might want to take a read through https://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.

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Marc Smith
Cheech Wizard

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From:West Chester, OH, USA
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posted 06 February 2001 11:40 AM     Click Here to See the Profile for Marc Smith   Click Here to Email Marc Smith     Edit/Delete Message   Reply w/Quote
Also see https://elsmar.com/ubb/Forum15/HTML/000153.html

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Craig
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posted 06 February 2001 03:35 PM           Edit/Delete Message   Reply w/Quote
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.

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