customer satisfaction

perception of the degree to which the customer’s expectations have been fulfilled

Note 1

It can be that the customer’s expectation is not known to the organization (3.2.1), or even to the customer in question, until the product (3.7.6) or service (3.7.7) is delivered. It can be necessary for achieving high customer satisfaction to fulfil an expectation of a customer even if it is neither stated nor generally implied or obligatory.

Note 2

Complaints (3.9.3)

are a common indicator of low customer satisfaction but their absence does not necessarily imply high customer satisfaction.

Note 3

Even when customer requirements (3.6.4) have been agreed with the customer and fulfilled, this does not necessarily ensure high customer satisfaction.

Bron

ISO 10004:2012, 3.3, modified — Notes have been modified

Norm

NEN-EN-ISO 9000:2015 en

Titel

Quality management systems - Fundamentals and vocabulary

Paragraaf

3.9.2

customer satisfaction

Gerelateerde termen