Quiz #3 – ISO 10004 Clauses 7 & 8 – International Management System Institute

To 'determine customer expectations' you would likely… *

Make sure you understand their stated requirements

Try to figure out their 'implied' requirements

Identify any statutory or regulatory requirements

Determine what else they may want (wish list)

None of the above – it's almost impossible to tell what customers want

What do we mean by 'direct' sources of customer information? *

Face to face interviews

Customer surveys (quantitative, qualitative or both)

Surveys that reveal what is important to customers for them to be satisfied

Telephone surveys, discussion groups, online surveys

What do we mean by 'indirect indicators' of customer satisfaction? *

"What she said"

"What he said"

Trends in customer complaints, compliments, returns, repairs

The length and frequency of customer interactions

In order to 'Identify customers' an organization would… *

Tell customers what they REALLY want, not what they THINK they want

Determine whether they are 'regular' or 'occasional' purchasers

Determine how large they are and decide how many people to contact

When gathering customer satisfaction information an organization could group things together like *

Color preferences

Delivery characteristics

Product and/or service features

Where on the 'lowest price' scale they are positioned

MSP Course #2 - ISO 10004:2018 - Customer Satisfaction