Customer Experience Management

Customer orientation ISO 9001:2015. Vehicle electrics Pirna relies on QuestionPro

Customer orientation according to ISO
TRY CUSTOMER FOCUS SOFTWARE FOR FREE
COST EFFICIENT
ONLINE & OFFLINE
QUICK ROLL-OUT

TRY OUT NOW

User report: Customer surveys according to ISO 9001:2015 – Vehicle Electrics Pirna relies on QuestionPro

  • ISO 9001 description, point 5.1.2 – customer orientation
  • Low financial and time expenditure for customer surveys
  • User report: ISO 9001 – customer surveys with QuestionPro
  • The next step: touchpoint analysis
  • Software for surveys, market research and
    Try Experience Management for free

Implement customer orientation in accordance with ISO 9001

ISO 9001 attaches particular importance to achieving high customer satisfaction and customer orientation in general. A company is always customer-oriented when it meets the requirements of its customers. The ISO 9001 description, point 5.1.2, literally states as follows:

5.1.2 Customer orientation

Top management must demonstrate leadership and commitment to customer centricity by ensuring that

a) the customer's requirements and applicable legal and regulatory requirements are determined and met,

b) the risks and opportunities that may affect the conformity of products and services and the ability to improve customer satisfaction are determined and taken into account,

c) maintaining the focus of ongoing delivery of products and services that meet customer needs and applicable legal and regulatory requirements,

d) the focus on improving customer satisfaction is maintained.

The document does not describe exactly what a company has to do here. It is therefore in your hands how you implement and permanently enforce these ISO standards for customer orientation.

Anyone who thinks and acts in a customer-oriented manner must also know and understand the needs and wishes of their customers. It is therefore important to survey your customers regularly. Only those who regularly survey their customers can always obtain up-to-date insight into their customers' thoughts and can react to changing needs or events in real time.

Low financial and time expenditure for customer surveys with QuestionPro

A good start to moving towards customer orientation and being able to implement ISO 9001 is to determine the satisfaction of your customers via customer surveys. Here too, there is no uniform or prescribed procedure according to ISO 9001:2015. First of all, it is important that you do it at all in order to provide appropriate evidence that customer orientation is also the top priority in your company. And it is also important that you carry out customer surveys regularly so that you actually have an up-to-date view of the level of satisfaction of your customers and identify the need for action at an early stage! And thanks to modern survey technologies and methods, effort and costs are kept to a minimum!

Active customer orientation: Conduct customer surveys regularly with QuestionPro

The QuestionPro survey and analysis platform supports you in conducting customer surveys, which includes special modules for the creation, distribution and evaluation of customer surveys. Conducting regular customer surveys is the first step towards achieving customer focus. QuestionPro has such an intuitive work interface that even inexperienced users can quickly and easily set up and carry out regular customer surveys.

  • With the help of the Frsgebogen designer, you can create your online questionnaire for your customer satisfaction survey in no time with just a few mouse clicks
  • Integrated tools such as serial email management, social media sharing buttons or the QR code generator, which automatically generates codes with a link to your survey URL, ensure the distribution of the online questionnaire
  • The evaluation module is graphically appealing and clear, so that you can quickly see all the facts and figures

User report: Customer surveys & customer orientation according to ISO 9001:2015 – Vehicle Electrics Pirna relies on QuestionPro

Companies with a high level of customer orientation that regularly conduct customer surveys gain valuable and important insights into the quality of their products and services, customer service, and the wishes and needs of their customers. By regularly it is meant that a customer survey is not carried out every year, but rather customers actually at the moment of interaction. This would have been very time-consuming in the past. But thanks to modern survey technologies, the entire customer survey process can now be completely automated. The company Fahrzeugelektrik Pirna GmbH & Co. KG has recognized the possibility of automating customer surveys with QuestionPro and successfully implemented it within the framework of ISO 9001:2015 - conformity for customer orientation.

Read here how the company Fahrzeugelektrik Pirna
Conducts customer surveys with QuestionPro (PDF, approx. 350kb)


Take customer focus one step further with touchpoint analysis

Classic customer surveys are a good place to start when it comes to ISO 9001:2015 compliance. However, if you want to go one step further in your own interest, then you should definitely look into the topic of touchpoint analysis. This is a method for gradually gaining customer experiences, which offers you far more insights into the thoughts and feelings of your customers than any other survey method. We would also be happy to advise you in detail on the topics of customer orientation and customer surveys as part of a personal 1:1 live online presentation. → Arrange an appointment today!

Do you have questions about ISO 9001:2015 customer surveys and customer orientation? You can easily contact us using our contact form. We look forward to speaking with you!


Test the agile market research and experience management platform for qualitative and quantitative data collection and data analysis from QuestionPro for 10 days free of charge

FREE TRIAL



back to blog overview


Would you like to stay up to date?
Follow us on  Twitter | Facebook | LinkedIn


SHARE THIS ARTICLE

FURTHER INFORMATION ON THE TOPIC OF CUSTOMER FOCUS

SHARE THIS ARTICLE

SEARCH & FIND

MORE POSTS

PRESS RELEASES

NEWSLETTER

By submitting this form, I agree to my data being stored by the mailing provider Mailchimp (mailchimp.com) for the purpose of sending the newsletter. You can revoke the storage at any time.
 
Platform for market research and experience management
/* LinkedIn Insight Tag*/