The ultimate aim of ISO 9001:2015 is to enable businesses to satisfy their customers effectively. You could say that all the standard’s clauses help to provide your customer with a consistent and rewarding experience from your goods or services, but ISO 9001:2015 actually deals with “customer satisfaction” directly. It states that the “organization shall monitor customers’ perceptions of the degree to which their needs and expectations have been fulfilled.”

The standard goes on to list examples of how this information can be obtained, citing customer feedback and surveys, warranties, and dealer reports as examples. These can be effective ways of establishing whether the customer is satisfied with the organization, but delivering satisfaction stems from more than sending out a survey to solicit feedback. So, what within ISO 9001:2015 can we use to help build a closer relationship with, and ultimately satisfy, our customers?

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