Customer Satisfaction and Feedback Maturity Check
Customer satisfaction and feedback is how a certified organization learns what customers actually experience and acts on it. When the process drifts, complaints get answered one at a time, survey results go unread, and the same issue returns the next quarter.
This free customer satisfaction and feedback maturity check scores your process in under five minutes. It is seventeen questions about what actually happens, for ISO 9001, ISO 13485, ISO 7101, or ISO 9001 and ISO 13485 together. No email is needed to see your score. Answer for a busy week, not a good one.
What the Customer Satisfaction and Feedback Maturity Check measures
The check scores eight elements of the process. The elements follow the standard you select, so each question reflects that standard’s own requirements. For ISO 9001 they are:
- Comparison basis: whether results are compared against a target, a prior period or a benchmark.
- Channel coverage: whether every route customers use to give feedback is captured.
- Receipt and acknowledgment: whether feedback is logged and acknowledged the same way every time.
- Classification and escalation: whether complaints are sorted and escalated by stated criteria.
- Investigation and reply: whether investigations reach a cause and a closed reply to the customer.
- Measurement design: whether surveys and other measures are built to answer a defined question.
- Analysis and evaluation: whether the data is analyzed for trends rather than only collected.
- Leadership use: whether results reach management review and change decisions.
For ISO 13485, the check adds complaint evaluation, reportability determination, record completeness and the link to risk management. For ISO 7101, it covers service user experience, methodology validity, equity across the population served, and accessible feedback mechanisms.
Clauses covered: ISO 9001 clause 9.1.2 (customer satisfaction), ISO 13485 clauses 8.2.1 (feedback) and 8.2.2 (complaint handling), and the service user experience requirements of ISO 7101.
How the score works: four maturity bands
- Exposed (0 to 29). Some clause requirements are not yet met. Most gaps at this level are decisions that were never made rather than work that was never done.
- Documented (30 to 58). The process exists and is written down. What is usually missing is the evidence that it ran as written. This is where most certified organizations sit.
- Controlled (59 to 80). A well-implemented process that satisfies the clauses. This is a legitimate place to stop.
- Measured or better (81 to 100). Results drive decisions, and the process is held by the system rather than by one person.
A high score is not the goal in itself. A well-implemented certified process sits around level 2 to level 3, and the results tell you plainly when you are done.
What to fix first
Improve one element at a time. Start with your lowest-scoring element that is a clause requirement, because requirement gaps come before maturity improvements. Submitting the short form after your score unlocks the element-by-element breakdown and the order to work in.
If you would rather start from a working document, MSI’s customer satisfaction, feedback and complaint handling procedure templates are written for ISO 9001, ISO 13485 and ISO 7101. Find them in ISO Procedure Templates & Guides.
Want a second opinion?
If your score is lower than you expected, or you are not sure which gaps matter, an MSI expert can walk through the result with you. Book a time with an MSI expert, or see how MSI supports ISO 9001 consulting and ISO 13485 consulting.
Related maturity checks: Sales Management · Nonconformity and Corrective Action · Internal Audit. Or start with the Management System Maturity Guide.