1. Define the recipients of your communication

Before we talk about who should receive the results of your satisfaction survey, let's take a look at the requirements of ISO 9001:2015 – Paragraph 9.1.2.

• You need to monitor information about customer perception. This concerns the level of satisfaction with their requirements. A customer satisfaction survey is one possible way of gauging this perception, but there are others; to find out more, consult the Measuring customer satisfaction sheet (there's more than just satisfaction surveys) [FIC 0336] .

• This information is one of the performance measures of your QMS (Quality Management System). It complements the internal measures you have implemented as part of your QMS. Next, you'll need to decide how you're going to communicate...