Customer-focused working is a prerequisite for a company to be successful. It is not something you just do on the side; customer-focused working is something you embed in your corporate culture. It is therefore not surprising that successful companies include improving customer satisfaction and optimizing customer processes in their business strategy.
They have a huge focus on retaining existing customers.
They have a huge focus on retaining existing customers.
Why?
Simple: attracting new customers costs 5 to 10 times more than keeping your existing customers happy! A satisfied customer is a loyal customer; an ambassador for your company. Improving customer satisfaction is a basic requirement for the success and continuity of your business.
How do I ensure customer satisfaction as a company?
A good question, which is often the reason why organizations choose a quality management system and ISO 9001."This will be a bureaucratic hassle,"is often the thought. Understandable, but that was mainly the case in the past! If you roll it out practically in your organization, it will provide you with a loyal customer base with excellent margins and give you insight into customer satisfaction and new products or services that people would like to purchase from you. Loyal customers are ambassadors and bring in new customers. Besides, before you buy something, you also check whether existing customers are satisfied!
Companies with a quality certification such as ISO 9001 demonstrate that they are constantly working to deliver products or services that customers want and ensure customer satisfaction.
Companies with a quality certification such as ISO 9001 demonstrate that they are constantly working to deliver products or services that customers want and ensure customer satisfaction.
Requirements for ISO 9001
There are various requirements that must be met. For example, conducting regular customer satisfaction surveys and supplier assessments is a prerequisite for obtaining and maintaining ISO 9001 certification.
However, the standard does not prescribe how and in what manner this should be done. In other words, as an organization, you are on your own.
However, the standard does not prescribe how and in what manner this should be done. In other words, as an organization, you are on your own.
Simple and effective customer satisfaction survey
Fortunately, there are now handy tools that allow you to quickly and easily set up a good customer satisfaction survey. These tools continuously collect customer feedback automatically and process it in real time. This allows you to respond to customer comments and/or complaints more quickly, and you can immediately see the effect in the reports. This makes it easy to achieve ISO 9001 certification and truly embed customer focus in your corporate culture, because customer feedback helps your company improve its processes, products, or services. This turns satisfied customers into enthusiastic customers. Customers who return more often and recommend you more often.
Need help with ISO 9001?
Do you need help setting up an effective customer satisfaction survey that complies with ISO 9001? Feeddex is happy to help. We offer both the tools and guidance to properly embed customer feedback in your processes, so that your company can obtain and maintain ISO 9001 certification and become more customer-focused step by step. Successful organizations are customer-focused organizations!
Read our article about the most common pitfalls when working with an ISO 9001 system here.
Read our article about the most common pitfalls when working with an ISO 9001 system here.