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Why should client satisfaction be measured in order to
maintain an efficient Quality Control System?
The goal of a Quality Management System is to ensure client satisfaction. However,
satisfying the client is about more than just knowing the requirements
of the firm. The best implementations of Quality Management
Systems are capable not only of satisfying clients, but of surpassing
their expectations.
Why should a company that is certified in ISO 9001 or
in the certification process carry out satisfaction studies?
The spirit of the norm establishes that the basic objective of
certification is to increase client satisfaction by meeting their
needs.
In 1.1 Object and Field of Application / General,
the norm states that an organization “needs to demonstrate its
capacity to offer products that satisfy the requirements of the
client...” and that “aspires to increase client satisfaction through
the efficient application of the system, including the processes
for continued system improvement and through ensuring the conformity
of client requisites and application reglamentation.”
What is the method utilized by datosclaros
based on?
The objective of the study is
to measure the overall satisfaction of clients in relation to the attributes
that make up this perception. Thus the organization will possess
information that is useful for decision making. An online survey is
utilized; it can be combined with phone calls if a person is
reluctant to respond to the online survey, and thus the entire sample is
covered. This method takes advantages of both techniques in an
innovative way, thus meeting the objectives of the study in the most
efficient way - at the lowest cost and in the shortest possible
timeframe. datosclaros
has the resources to carry out both stages in-house.
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