WK 3: Customer Satisfaction

Everyone knows gathering requirements should be meet customer needs. However, how can we get requirements completely so that customer satisfy us.

According to ISO 9000 standard , Principle 1 Customer focus:
Organizations depend on their customers and therefore should understand current and future customer needs, should meet customer requirements and strive to exceed customer expectations.

If exceed customer expectations, he/she will more satisfy us. For example, we consider to extend web page easily and load the first page fast.

Principle 6 Continual improvement
Continual improvement of the organization's overall performance should be a permanent objective of the organization. Applying the principle of continual improvement typically leads to:
- Providing people with training in the methods and tools of continual improvement.
- Making continual improvement of products, processes and systems an objective for every individual in the organization.
- Establishing goals to guide, and measures to track, continual improvement.
- Recognizing and acknowledging improvements

The tool to measures customer satifaction is Customer Satisfaction Survey, it should be designed to make it easy forcustomers to fill out and easy for you to quickly analyzeyour customer comments.

Myths: A lack of customer complaints means that you have satisfied customers.
Fact: It reflects no customer complaint but does not means "Satisfied".

Reference Links:
ISO Customer Focus and Continous improvement: http://www.iso.org/iso/en/iso9000-14000/understand/qmp.html
ISO Customer Satisfaction Survey: http://www.dnvcert.com/DNV/Certification1/News/NewsLetter/ISOFactxVolume4Issue2/Volume4Issue2/Volume%204%20Issue%202.PDF