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8.2.1 Customer Satisfaction

One of the most important monitoring process is to monitoring and measuring the Customer Satisfaction toward the organization.


ISO 9001 identifies the Customer Satisfaction as one of the measurements of performance of the Quality Management System. This is to understand whether the organization able to meet the customer requirements.


Customer Satisfaction data is a key measurement indicating how the QMS is performing. It is up to the organization to determine how to measure the customer satisfaction, the common practice are:


ISO 9001 Clause 8.2.2 Internal Audit

8.2.2 Internal Audit

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