The company monitors customer perceptions of the degree to which their needs and expectations have been fulfilled. The company determines the methods for obtaining, monitoring and reviewing this information. Examples of monitoring customer perceptions can include but are not limited to customer surveys, customer feedback on delivered products and services, meetings with customers, market share analysis, compliments, warranty claims and technician reports.
The good news is that we get to pick. We get to determine our commercial landscape, risk footprint and oh so much more. Some of the difficult words in this clause are; perceptions, degrees, expectations. Another quirk is that the ‘examples’ listed are not a requirement. They are just examples.
My recommendation is to use the data you generate already. Use the data that meets your strategic plans, goals, objectives. Perhaps use the data that best meets the needs and expectations of interested parties. And in particular, those interested parties you deem as a customer.
Determining methods and tools is a very individual decision. I haven’t seen any that work effectively unless the trigger and collection is part of an automated workflow, easy to use, available to all and accessible from any device. My advice is to start with your industry association and ask what tools the membership uses. Better yet, to talk to your suppliers and your customers (heaven forbid) and ask what they use. But keep it simple and start small. Don’t invest heavily in the pilot stage and look at the ROI for future expansion of the data collection.