质量管理体系 要求GB/T 19001-2016 9.1.2 顾客满意 中英文对照
质量管理体系 要求GB/T 19001-2016 9.1.2 顾客满意中英文对照
9.1 监视、测量、分析和评价
更新日期：2024-07-19
9.1.2 顾客满意
组织应监视顾客对其需求和期望已得到满足的程度的感受。组织应确定获取、监视和评审这些信息的方法。
注：监视顾客感受的例子可包括顾客调查、顾客对交付产品或服务的反馈、顾客座谈、市场占有率分析、顾客赞扬、担保索赔和经销商报告。
9.1.2 Customer satisfaction
The organization shall monitor customers’ perceptions of the degree to which their needs and expectations have been fulfilled. The organization shall determine the methods for obtaining, monitoring and reviewing this information.
NOTE Examples of monitoring customer perceptions can include customer surveys, customer feedback on delivered products and services, meetings with customers, market-share analysis, compliments, warranty claims and dealer reports.
