Is customer satisfaction one of those old fashion icons that have slipped into oblivion? Or is it one of those optional extras that are only offered by a handful of companies? Let’s face it, without contented customers your business won’t exist! So how do you know you are actually satisfying your customers?
Implementing a robust Quality Management System (QMS) is probably the best investment you can make to develop, monitor and improve customer satisfaction. It builds in a business culture and discipline that focuses on achieving an agreed result for all parties (or in plain language, it makes everyone happy).
Looking at the model of a QMS, it’s easy to see that the customer has a significant role in your business, through inputs and outputs. Basically, if you are not offering a product or service that customers want, they’re not going to buy!
Understanding and monitoring your customer satisfaction means evaluating customer’s perception of whether your business has met their needs. The standard ISO 9001:2008 calls this customer focus –
Top management shall ensure that customer requirements are determined and are met with the aim of enhancing customer satisfaction.
This is done by communicating with the customer, working out what they want and delivering that product or service, as agreed. Fairly common sense basic, don’t you think! Yet how many times have you not received what was agreed?
A QMS doesn’t have to be a complicated burden to your business, nor do you need to go down the track of certification. By using the methods of QMS, you will build stability and standards into your business.
Whether your business is small or large, a QMS built in to your business will give you the tools you need to make sure you’re on track with customer satisfaction.