Monitoring Customer Satisfaction

ISO 9001:2015 – Section 9.1.2

Our consultancy approach helps organizations establish effective methods for monitoring customers’ perceptions to determine whether their needs and expectations have been met. This ensures the QMS remains customer-focused and drives continual improvement.

Scope of Work

1. Defining Customer Satisfaction Criteria

  • • Identify key measures of customer satisfaction (e.g., product/service quality, delivery, support).

    • Align satisfaction indicators with contractual and regulatory requirements.

    • Establish baseline expectations to measure improvement.

2. Methods of Gathering Feedback

  • • Implement surveys, interviews, and structured feedback channels.

    • Monitor complaints, returns, and after-sales service reports.

    • Leverage digital tools (CRM, online reviews, customer portals) for data capture.

3. Analysis and Evaluation

  • • Trend analysis of customer satisfaction data over time.

    • Correlate customer feedback with operational performance.

    • Identify systemic issues affecting satisfaction and recommend improvements.

4. Integration into QMS

  • • Provide feedback reports for management review.

    • Link customer perception outcomes to improvement actions.

    • Ensure evidence-based decision-making based on satisfaction results.

Deliverables

  • • Customer satisfaction monitoring plan.

    • Feedback collection templates (surveys, complaint logs, review forms).

    • Evaluation reports summarizing trends and improvement areas.

    • Inputs for management review linked to customer perception.

Pricing & Timeline

  • • Fee: $3,150.00/month per facility (6-month engagement)

    • Estimated Duration: 180 business days

    Completion timeline may vary based on client responsiveness and documentation turnaround.

Sample Milestone Plan

Phase Key Activities Core Deliverables
Month 1 – Planning Kick-off, scope definition, project charter ✓ Implementation Plan
✓ Scope Statement & Team Roles
Months 1–2 – Design FSMS drafting, PRP setup, document control systems ✓ SOPs, PRPs
✓ Controlled Document Framework
Months 2–3 – Execution Competency training, system rollout, records logging ✓ Training Logs
✓ First Cycle Recordkeeping Evidence
Months 3–6 – Validation Internal audits, reviews, performance monitoring ✓ Internal Audit Reports
✓ CAPA Logs
✓ Management Review
Month 6 – Readiness Final system check, CB coordination, mock audit ✓ Pre-Audit Summary
✓ Final CAPA Log
✓ Audit-Day Prep

Certification Audit Support

  • • On-site or remote audit-day presence

    • Real-time response to auditor inquiries

    • Post-audit support and non-conformance response drafting

Deliverables:

  • ✓ Audit Representation

    ✓ NC Response Support

    ✓ Audit Day Documentation

Project Closure

  • • Final FSMS documentation handover

    • Executive summary outlining system status and sustainability plan

    • Option to transition into maintenance & continuous improvement support

Deliverables:

  • ✓ Final Document Handover

    ✓ Close-Out Report

    ✓ Maintenance Plan Proposal

Additional Compliance Support Options

Service Description Fee
Customer Feedback Program Setup Establish structured methods for gathering customer feedback. $1,200/project
Complaint Handling & Analysis Toolkit Templates and workflows for managing and analyzing complaints. $950/system
Customer Insights Dashboard Digital dashboard for real-time monitoring of customer satisfaction data. Starting at $99/month

  • • Context Analysis Workshop – $1,500/session

    Facilitate an interactive session to identify internal/external issues and stakeholder expectations.

    • Interested Parties Mapping & Register Setup – $1,200/project

    Create a structured register of interested parties, their requirements, and review protocols.

    • Risk & Opportunity Assessment Package – $2,800/system

    Comprehensive risk-based thinking integration aligned with ISO 9001 clauses 4.1 & 6.1.

    • Management Review Toolkit – $950

    Includes templates, KPIs, and guidance for effective leadership reviews.

    • Digital Compliance Templates Bundle – Starting at $99/month

    Ready-to-use ISO 9001 documentation templates with version control.

Your Compliance Journey Starts Here

  • Book a Free Consultation and Customer Satisfaction Assessment
"Customer voices guide quality—let’s align your QMS to deliver true satisfaction."

GET STARTED NOW
×