{"id":8341,"date":"2025-05-14T14:37:04","date_gmt":"2025-05-14T12:37:04","guid":{"rendered":"https:\/\/www.customeyes.nl\/?post_type=knowledge&p=8341"},"modified":"2025-11-14T14:59:30","modified_gmt":"2025-11-14T13:59:30","slug":"measuring-customer-satisfaction-for-iso-9001-what-does-the-standard-require","status":"publish","type":"knowledge","link":"https:\/\/www.customeyes.nl\/en\/knowledge\/measuring-customer-satisfaction-for-iso-9001-what-does-the-standard-require\/","title":{"rendered":"Measuring customer satisfaction for ISO 9001: what does the standard require?"},"content":{"rendered":"\n

If you are ISO 9001-certified (or working toward certification), you are required to measure customer satisfaction. Not as a formality, but as a meaningful way to assess and improve quality. The standard doesn\u2019t just ask whether customers are satisfied, it asks how you monitor this and what you do with the outcomes.<\/p>\n\n\n\n

What does ISO 9001 say about customer satisfaction<\/strong>?<\/h2>\n\n\n\n

Article 9.1.2 of ISO 9001:2015 states that you must track how customers perceive your performance.<\/strong> In practice, this means collecting and analysing customer feedback and being able to show how you use these insights to improve your processes. Occasional conversations or ad-hoc evaluations are not enough. ISO 9001 requires a structured and consistent approach.<\/strong><\/p>\n\n\n\n

How to measure customer satisfaction according to ISO 9001<\/strong><\/h2>\n\n\n\n

A customer satisfaction survey is the most common method. This often involves an online questionnaire with measurable questions about elements such as service, communication and reliability.<\/p>\n\n\n\n

Most important is that you:<\/p>\n\n\n\n