Client surveys and ISO 9001

ISO 9001 is the international standard that specifies requirements for a quality management system (QMS). Organisations use the standard to demonstrate the ability to consistently provide products and services that meet customer and regulatory requirements.

There are a number of mandatory requirements and one of which is the need to monitor, document, review and analyse client satisfaction with a view to acting in the event that customer requirements are not being met.

Customer satisfaction must be reviewed at least once every three years as part of the certification renewal cycle. Some businesses opt to do this more frequently for wider business benefits and particularly if their business is complex.