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ISO 9001 - Mierzenie satysfakcji klienta

In ISO 9001 quality standard customer satisfaction and satisfaction measurement tools play very important role.

Quality Management System implementation and “Plan, Do, Check, Act” structure introduced by ISO 9001 ensures that client needs will be taken into consideration and properly addressed.

Plan, Do, Check, Act

Customer Satisfaction (8.2.1)

ISO 9001 requires that an organization will measure customer satisfaction, but doesn’t define how it should be done. Easy to implement and at the same time effective way to measure customer satisfaction are online surveys and questionnaires.

SurveyLab is fully compliant with ISO 9001 standard. System provides an objective and efficient way to measure satisfaction, NPS (Net Promoter Score), VoC (Voice of the Customer) and provides access to historical data. It helps to analyze trends and verify if implemented improvements resulted in expected changes.

21 survey question types allow you to create metrics and collect direct feedback from your customers, employees, and suppliers. Collected data can be analyzed for the whole survey (one report) or separately for each group. System supports closed-loop process. This way you can be sure that each issue or complain will be properly addressed and solved.

SurveyLab online surveys advantages :

  • Independent and objective customers satisfaction measurement tool.
  • Easy access to your surveys and historical data.
  • Ability to define metrics and collect customer feedback (open-ended questions).
  • Quick deployment and low cost of ownership.

About ISO 9001

ISO 9001 Quality Management System – international standard defining requirements for quality management systems in organizations. ISO 9001 is currently being used by over 950,000 organizations in 170 counties and is the most often used quality management standard in the world.

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