Quality Management (QMS) 15 items
ISO 9001:2015 Customer Satisfaction & Feedback Checklist
A checklist for monitoring customer perception, collecting feedback, handling complaints, and analyzing satisfaction data under ISO 9001:2015 Clause 9.1.2.
ISO 9001:2015
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Monitoring Customer Perception (Cl. 9.1.2)
- Does the organization monitor customers' perception of the degree to which their needs and expectations have been fulfilled? *
- Are the methods for obtaining, monitoring, and reviewing this information determined? *
- Is customer satisfaction data reviewed as an input to management review? *
Feedback Collection Methods
- Which feedback methods are in use? *
- Are surveys designed to capture both satisfaction ratings and open comments?
- Are indirect indicators (returns, warranty claims, on-time delivery, market share) analyzed as feedback? *
- Is the frequency of feedback collection defined and adequate for the product/service cycle? *
Complaint Handling
- Is there a defined process for receiving, recording, and acknowledging customer complaints? *
- Are complaints analyzed for root cause and linked to corrective action where appropriate? *
- Are complaint response times tracked against a defined target?
- Average complaint resolution time (days)
Analysis & Improvement (Cl. 9.1.3 / 10.1)
- Is customer satisfaction data analyzed for trends and used to evaluate QMS performance? *
- Are improvement opportunities identified from satisfaction analysis and acted upon? *
- Is a customer satisfaction index or KPI tracked over time?
- Current satisfaction score / index
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