6. Frequently asked questions

Do I need to survey 100% of my customers?

The answer depends on the size of your customer portfolio. If you only have a few customers, you'll survey them all. Once you've reached a certain number (a hundred or so customers), you'll need to establish sampling rules.

Is a satisfaction survey compulsory?

No. The 2015 version of ISO 9001 specifies in a note in chapter 9.1.2 (customer satisfaction) that other tools can be deployed, such as analysis of market share, analysis of complaints/compliments, analysis of reports from distributors, etc. (see also the Measuring customer satisfaction sheet [FIC 0336] , there's more to it than satisfaction surveys).