GB/T 19039-2009General rules of customer satisfaction measurement (English PDF)

3.1

Customer satisfaction their requirements have been feeling.

Note 1. The customer complaints is the most common indicator of low satisfaction of expression, but no complaints does not necessarily indicate a very satisfied customer.

Note 2. Even if the customer requirements to meet customer wishes and is met, does not necessarily ensure high customer satisfaction.

[GB/T 19000-2008, the definition 3.1.4]

3.2

Organizations to understand their customers to provide product satisfaction, planning and design procedures to obtain information on customer satisfaction, the investigation, namely,

Calculation and analysis of customer satisfaction with the results of the process.

4.1 General

Customer satisfaction evaluation methods, assessment and evaluation process in order to ensure valid results, the organization should follow the basic principles of 4.2 to 4.5.

4.2 Resources

Organization should the allocation of adequate resources (including human resources) for customer satisfaction assessment, and effective and efficient management.

4.3 Responsibilities

The organization shall participate in customer satisfaction survey of personnel to develop appropriate responsibilities.

4.4 suitable method

Organizations should choose the appropriate customer satisfaction survey methods for different situations, to ensure that the evaluation process and the evaluation results are valid.

4.5 Length Measurement

The organization shall establish a system of ongoing evaluation required in order to facilitate and continuously improve customer satisfaction.

5.1 determine the scope of the evaluation

Organization should first determine the scope of customer satisfaction assessment, such as.