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Article: Meeting the Customer Satisfaction Challenge.
- Article from:
- Industrial Management
- Article date:
- July 1, 2001
- Author:
CopyrightCOPYRIGHT 2001 Institute of Industrial Engineers, Inc. (IIE). This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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Executive Summary
The new ISO 9000 revision requiring firms to collect and act on customer satisfaction data offers firms an exciting opportunity. But even if your company isn't pursuing ISO certification, taking steps to improve customer satisfaction is a wise investment.
The December 2000 revision of the ISO 9000 standard has increased the importance of measuring customer satisfaction. Specifically, the standard states, "The organization shall monitor information relating to customer perception as to whether the organization has met customer requirements."
This revision now requires companies to collect, analyze, and use customer satisfaction ...