8. Frequently asked questions
Is a satisfaction survey compulsory?
No, you can use other means to monitor customer perception: feedback on products delivered and services provided, customer meetings, market share analysis, compliments, warranty claims and reports from distributors. A note on this subject is included in ISO 9001 (chapter 9.1.2).
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 have a certain number of customers (over a hundred), sampling rules can be determined.
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ISO 9001 – Quality management system – Requirements, ISO, AFNOR Standardization
ISO 9000 – Quality management systems – Fundamentals and vocabulary, ISO, AFNOR Normalisation
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