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ISO 9000 Now Requires Monitoring of Customer Satisfaction
Understanding customer needs and evaluating whether customers are satisfied have always been critical to business success, but now they’re also critical to ISO 9000 certification. As of December 2003, the International Standards Association (ISO), which sets the ISO 9000 quality management system standards, will require companies that want to get or retain ISO 9000 certification to monitor and measure customer satisfaction. Specifically, certified companies will have to show that they have procedures in place to ensure that they:
- Understand customer needs.
- Know which factors have the greatest influence on their customers’ satisfaction.
- Continually measure themselves against these criteria.
- Identify what they need to do to increase customer satisfaction.