To determine if the organization has established methods for monitoring customer perceptions regarding their products and services, review the following areas:

Examine Customer Feedback Processes:

Look for documented methods that the organization uses to collect customer feedback. This could include customer surveys, feedback forms, direct feedback from customer service interactions, or formal complaint mechanisms. Verify that these methods are actively used and aligned with the organization’s processes.

Review Records of Customer Perception Data:

Check for evidence of recent data collected on customer perceptions, such as survey results, customer reviews, or reports on complaints and compliments. The records should demonstrate that feedback is gathered systematically and is relevant to the organization's products or services.

Verify Procedures for Reviewing Customer Perception Data:

Confirm that the organization has a process for regularly analyzing customer feedback data and that this data is reviewed periodically to identify trends or areas for improvement. Meeting minutes, analysis reports, or action plans based on customer satisfaction data would indicate that customer perceptions are actively monitored.

Methods for Diverse Customer Engagement:

Ensure that the organization uses varied methods to capture customer perceptions, potentially including customer meetings, market-share analysis, and responses to warranty claims. A range of methods shows thoroughness in gathering comprehensive feedback on the customer experience.

If the organization has a documented and operational approach to gathering and analyzing customer perceptions, this would indicate compliance with ISO 9001 requirements for monitoring customer satisfaction.