Who Is in Charge of Customer Satisfaction?

Is it the quality department or the sales department?

If your company is ISO-certified or thinking about becoming so, you may already know that meeting customer requirements and achieving customer satisfaction is paramount to the certification. However, it’s not always clear who should be in charge of determining whether customer satisfaction has been achieved.

Who should send fact-finding surveys to customers? Who should collect them? And, most important, who should analyze the data and figure out what they all mean? Ownership of this process typically comes down to a heated discussion between the two titans of customer relations—quality and sales.

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Comments

Great article!

I have been working towards the ISO 9001 certification for my company for about 9 months now (stage 2 audit in 3 weeks!). Sales has been especially resistant to documentation and record control. I doubt though that they would be more willing to help gather customer satisfaction data, if I had gotten them more involved from the beginning. Other then that, all of the excuses you list are spot on!

an old adage

An easy but very important thing was not done because - despite any one could have done it - no one wanted to do it, or felt responsible for doing it. Maybe when we'll stop looking at organizations like sealed-compartments submarines and look at them as vessels in which my life depends on yours and viceversa, ISO 9000 will have made a great leap forward.