How is 'customer satisfaction' defined in ISO 9001?

Customer satisfaction in the context of ISO 9001 is defined as the measure of how products and services meet or exceed customer expectations. This definition emphasizes the importance of understanding and fulfilling customer requirements to enhance their experience and satisfaction.

ISO 9001 places a strong focus on quality management, highlighting that organizations should aim to not only meet the basic needs of customers but also strive to exceed their expectations. This focuses on creating a value-based relationship, where quality is assessed based on customer perception. Achieving high customer satisfaction is a key indicator of organizational success, as it often leads to repeat business, increased loyalty, and positive word-of-mouth.

The other options, although they relate to aspects of a business’s performance, do not encapsulate the core definition as outlined in ISO 9001. Metrics such as the number of returns and complaints, volume of sales, or speed of service delivery may indicate performance factors but do not directly measure customer satisfaction as defined by the standard, which is intrinsically tied to customer expectations and perceptions.