Customer Experience Management

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

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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 analyses
  • Software for surveys, market research and
    Try Experience Management for free

Customer orientation according to ISO 9001

ISO 9001 attaches great importance to achieving a high level of customer satisfaction and customer orientation in general. A company is always customer-oriented when it meets the requirements of its customers. Literally it says in the ISO 9001 description, point 5.1.2, as follows:

5.1.2 Customer orientation

Top management must show leadership and commitment to customer focus by ensuring that

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

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

c) The focus of ongoing provision of products and services that meet customer requirements and applicable legal and regulatory requirements is maintained,

d) The focus on improving customer satisfaction is maintained.

The document does not describe exactly what a company has to do here in detail. So it is 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. Because only those who ask their customers regularly receive an always up-to-date insight into the thoughts of their customers and can react in real time to changing needs or events.

Low financial and time expenditure for customer surveys QuestionPro

A good start to take the path towards customer orientation is to determine the satisfaction of your customers via customer surveys. Here, too, there is no standardized or prescribed procedure according to ISO 9001: 2015. First of all, it is important that you do it at all in order to provide the appropriate proof that customer orientation is also the top priority in your company. And it is also important that you carry out customer surveys on a regular basis so that you always have an up-to-date view of the degree of customer satisfaction and recognize the need for action at an early stage! And thanks to modern survey technologies and methods, effort and costs are kept within tight limits!

Carry out regular customer surveys with QuestionPro

The survey and analysis platform supports you in carrying out customer surveys QuestionPro, which contains special modules for the creation, distribution and evaluation of customer surveys. QuestionPro has such an intuitive work surface that even inexperienced users can quickly and easily set up and carry out customer surveys.

  • With the help of the questionnaire designer, you can create your online questionnaire for your customer satisfaction survey in no time with a few clicks of the mouse
  • Integrated tools such as serial mail management, social media sharing buttons or the QR code generator, which automatically generates codes with a link to your survey URL, ensure that the online questionnaire is distributed
  • 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 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 regular it is meant that a customer survey is not carried out annually, but customers actually at the moment of interaction. That would have been very time-consuming in the past. But thanks to modern survey technologies, the entire process of a customer survey can now be fully automated. The company Fahrzeugelektrik Pirna GmbH & Co. KG has the option of automating customer surveys with QuestionPro recognized and successfully implemented within the framework of ISO 9001: 2015 - conformity to customer orientation.

Read here how the company Fahrzeugelektrik Pirna
Customer surveys with QuestionPro carried out (PDF, approx. 350kb)


Go one step further with Touchpoint Analytics

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

Do you have any questions about the ISO 9001: 2015 customer survey? Simply contact us using our contact form, you can get in touch with us. We look forward to speaking with you!


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