A Quality Management System (QMS) is a formalized system that documents procedures, processes and responsibilities for achieving quality objectives. Customer feedback is crucial for measuring the effectiveness of quality management system in an organization. Satisfied customers will be a valuable resource and offer many business benefits. According to ISO 9001:2008 Customer satisfaction is defined as “customer’s perception of the degree to which the customer’s requirements have been fulfilled”. Many successful organizations have figured out that customer satisfaction has a direct impact on the bottom line.
Organizations provide customers the flexibility in what indicators and rating scale they provide feedback. Following is a simple customer response scale that can be used for each performance:
- Very satisfied
- Satisfied
- Poor
- Dissatisfied
- Very dissatisfied
Depending upon the nature of business and number of customers, organizations can try out different rating scales and performance indicators to find a combination that is effective. It is also important to have honest assessments when it comes to customer satisfaction. A good QMS will help businesses to automate and streamline customer feedback. This helps a company to do no mistakes by following business process and stick to QMS standards. The ability to learn and grow is what makes customer care such an integral part of any QMS.
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