Methodology

ISO 9001:2000 (Quality Management Systems) specifies the requirements for the quality management system of any organisation wishing to demonstrate its ability to consistently deliver products that meet customer requirements and contribute to customer satisfaction. ISO 9001:2000 specifies, among other things, a recommended procedure for measuring customer satisfaction. The standard also requires an organisation to monitor information related to customer perceptions of how the organisation is meeting customer needs.

The ISO 9001:2000 methodology for assessing customer satisfaction involves three steps:

1. assessing the importance of individual elements of the service or services

Survey participants are asked to rate on a scale of 1 to 5, where 1 is "Not at all important" and 5 is "Very important" a set of company performance characteristics (e.g., product quality or marketing communications).

2. satisfaction assessment for each of the service elements

Survey participants are asked to rate on a scale of 1 to 5, where 1 is "Completely dissatisfied" and 5 is "Completely satisfied" with the same set of characteristics of the company's performance.

3. Calculation of the overall satisfaction index

The overall satisfaction index is calculated as the average value of satisfaction for all parameters, weighted by the importance of each characteristic, reduced to an index from 0 to 100.

The satisfaction index is interpreted in accordance with the standard according to the following scheme:

Additional diagnostics allows you to create recommendations on how to improve the company's service performance. For this purpose the research participants are asked the question: "If you could change one thing in the company's work, what would you do?".

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