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Friday, 07 September 2018 12:09

Customer satisfaction and ISO 9001

Published in Market Research

For companies to survive in the long term, they need to sell products and services that customers want.

Technological improvements mean that companies run the risk of quickly being left behind if they don’t engage with their customers to truly understand their wants and needs.

Many of our customer satisfaction survey clients are companies that are ISO9001 registered – or aiming to achieve ISO registration.

Among the benefits of being ISO 9001 certified, The International Organisation for Standardization (ISO) comments that the 2015 version of the Quality Management System “ensures that by putting customers first, organizations can make sure they consistently meet customer needs and enhance customer satisfaction. This can lead to more repeat custom, new clients and increased business for the organization.”

In addition, ISO states that ISO 9001 registered organizations will be better equipped to expand into new markets, as some sectors and clients require ISO 9001 before doing business.

Customer Satisfaction Surveying is a vital tool in the ISO 9001 process. From small scale UK-only surveys to international customer satisfaction survey projects, Accelerate’s customer satisfaction survey services provide medtech and lifescience companies with a rich opportunity to learn from, and listen to, what their customers have to say; ensuring that they stay ahead of the competition.

Central to ISO 9001 is demonstrating that the customer voice has been heard. From continual feedback systems to bi-annual customer surveys, measurement of performance against critical KPIs can help measure and demonstrate when defined action and strategies have been implemented in response to customer requests; and whether that response has resulted in improved customer satisfaction.

Read on here to learn more about customer satisfaction surveys by Accelerate Associates.

Thursday, 08 September 2016 12:34

Adopting a customer centric approach

Published in Market Research

Accelerate Associates regularly undertakes customer satisfaction surveys for a variety of client types across the science and medical technology sector. From small scale UK-only surveys to multi-national projects, customer satisfaction surveys provide companies with a rich opportunity to learn from, and listen to, what their customers have to say.

Conducting regular customer surveys provides clients with the opportunity to:

  • Benchmark customer service versus competitors
  • Harvest new product or service improvement suggestions
  • Understand why customers choose your business
  • Measure progress against planned changes or campaigns
  • Measure performance against key performance indicators that are relevant to your business
  • Identify marketing opportunities

Although all companies can benefit from surveying their customers, customer surveys are particularly important for businesses that are ISO 9001 accredited or striving to achieve accreditation. 

ISO 9001 is the global benchmark for quality management and is designed to ensure that companies meet the needs and expectations of customers. The standard takes a customer centric approach, tying together business objectives, customer needs and the company marketing plan. Accreditation is also a mark of continual improvement.Through appropriate customer surveying, change and improvement can be measured alongside customer needs whilst collecting valuable marketing insight and opportunities.

If you would like to discuss your customer survey needs, please call Accelerate Associates on 01785 747 102 or email: This email address is being protected from spambots. You need JavaScript enabled to view it.

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About.

Founded in 2007, Accelerate Associates is a specialist business-to-business marketing agency providing marketing and market research for science and medical technologies... More...

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Stone, Staffordshire, ST15 0SD

Phone: 01785 747 102

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