Measuring customer satisfaction in accordance with the ISO 9001:2000 standard.

Conducting a survey of the company's clients using a structured, standard questionnaire. The method involves a sample of at least 50 respondents.

You get your results in 24 - 48 hours

Users of the product or service, individuals making decisions about using the service or product.

There are two possible options:

B2B Research Panel - in this case, the product should be popular enough that at least 20% of small and medium-sized businesses use it and are able to provide their assessment.
Client's Own Database. We prepare a link, you distribute it to your clients, and you receive a complete report.

In the survey, the questions that will be asked to the target audience are displayed (excluding additional ones).

"Please evaluate how important the following criteria are to you when working with a company?"
"Rate your satisfaction with the company's performance based on the following characteristics."
"If you could change one thing about the company's operations, what would you do?"

he ISO 9001:2000 standard (Quality Management Systems) sets requirements for the quality management system of any organization that wishes to demonstrate its ability to consistently provide products that meet consumer requirements and enhance customer satisfaction. ISO 9001:2000 also defines the recommended procedure for measuring customer satisfaction. The standard requires the organization to monitor information related to the perception of the customer regarding how the organization meets their requests.

The methodology for assessing customer satisfaction according to ISO 9001:2000 includes three steps:

Assessing the Importance of Individual Service Elements Survey participants are asked to rate on a scale from 1 to 5, where 1 is "Not at all important" and 5 is "Very important", a set of company performance characteristics (e.g., product quality or marketing communications).
Satisfaction Rating for Each Service Element Survey participants are asked to rate on a scale from 1 to 5, where 1 is "Completely dissatisfied" and 5 is "Completely satisfied", the same set of company performance characteristics.
Calculation of the Overall Satisfaction Index The overall satisfaction index is calculated as the average satisfaction rating for all parameters, adjusted to a scale from 0 to 100, weighted by the importance of each characteristic.

The satisfaction index is interpreted according to the standard as follows:
90-100 Excellent
85-89 Very Good
80-84 Good
75-79 Average
70-74 Concerning
65-69 Poor
65% Very Poor

Additional diagnostics allow for the creation of recommendations to improve the company's service. For this purpose, research participants are asked: "If you could change one thing about the company's operations, what would you do?