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ISO 9001 Customer Feedback Management Audit Checklist

This checklist is designed to evaluate the processes for managing customer feedback within manufacturing organizations, ensuring compliance with ISO 9001 standards and fostering a customer-centric approach to quality management.

ISO 9001 Customer Feedback Management Audit Checklist

by: audit-now
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About This Checklist

In the manufacturing industry, effectively managing customer feedback is essential for maintaining high levels of customer satisfaction and compliance with ISO 9001 standards. The ISO 9001 Customer Feedback Management Audit Checklist serves as a crucial tool for quality managers and customer service teams to assess the effectiveness of their customer feedback processes. By utilizing this checklist, organizations can enhance their customer feedback management, identify trends in customer satisfaction, and implement improvements based on customer insights. This proactive approach addresses common challenges such as inadequate response to customer concerns and lack of engagement, ultimately promoting a culture of quality and continuous improvement that aligns with customer expectations.

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Industry

Manufacturing

Standard

ISO 9001 - Quality Management Systems

Workspaces

Customer Service Departments
Quality Assurance Areas
Manufacturing Facilities

Occupations

Customer Service Manager
Quality Assurance Manager
Product Manager
Market Research Analyst

1
How would you rate the overall satisfaction of customers based on feedback received?

Select the customer satisfaction level.

To assess the general satisfaction level of customers to identify areas for improvement.
2
What is the total number of customer complaints received in the last quarter?

Enter the number of complaints.

To evaluate the volume of complaints which can indicate areas for quality improvement.
Min: 0
Target: 10
Max: 100
3
Were all customer complaints followed up within the specified timeframe?

Indicate whether follow-up was completed.

To ensure that the organization addresses customer issues promptly.
4
Please provide a summary of customer feedback received.

Summarize the key points of feedback.

To gather qualitative insights from customer feedback that can inform quality improvements.
5
What improvement actions have been taken based on customer feedback?

Select the actions taken.

To track the organization's responsiveness to customer input.

6
What method was used to gather customer feedback?

Select the method used for gathering feedback.

To understand the effectiveness of different engagement methods in collecting customer feedback.
7
How often do you engage with customers for feedback?

Enter the frequency in number of times per month.

To assess the frequency of customer interactions which can influence satisfaction and loyalty.
Min: 1
Target: Monthly
Max: 30
8
Have you implemented changes based on customer feedback in the last year?

Indicate whether changes were made.

To check if the organization is responsive to customer input and improves based on feedback.
9
Provide an overview of the customer engagement strategy.

Detail the strategies and initiatives used for customer engagement.

To gather detailed insights into the strategies in place for engaging with customers.
10
How satisfied are customers with the engagement methods used?

Select the level of satisfaction with engagement methods.

To evaluate customer satisfaction specifically regarding engagement methods.

FAQs

The checklist focuses on evaluating the processes for managing customer feedback in compliance with ISO 9001 standards.

Customer service managers, quality assurance managers, product managers, and market research analysts can benefit from this checklist.

This checklist is applicable in manufacturing facilities, customer service departments, and quality management systems.

It helps identify trends and insights from customer feedback, enabling organizations to implement targeted improvements.

Organizations can expect enhanced customer feedback management, improved customer satisfaction, and stronger relationships with customers.

Benefits

Enhances the effectiveness of customer feedback management.

Facilitates the identification of trends in customer satisfaction.

Supports the implementation of improvements based on customer insights.

Promotes proactive engagement with customers regarding quality issues.

Strengthens the relationship between manufacturing and customer expectations.