Customer Satisfaction Monitoring Procedure | ISO 9001:2026 + ISO 13485:2016
Obtain, monitor and analyze customer perception of how well their needs and expectations are met, and use the results to improve products, services and the QMS. This editable customer satisfaction monitoring procedure is part of the A.P. Lyon Dual-Standard QMS family for ISO 9001:2026 and ISO 13485:2016.
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Scope and intended use
This procedure applies to all customers of your products and services, including direct customers, distributors and, where relevant, clinical users. It supports ISO 9001:2026 clauses 9.1.2 and 9.1.3 and the feedback and analysis-of-data requirements of ISO 13485:2016 clauses 8.2.1 and 8.4.
Any communication that alleges a device deficiency or describes an adverse event is routed to complaint handling, so satisfaction monitoring never delays complaint handling or regulatory reporting.
What you receive
One digital ZIP containing the editable SOP 8-015-C Word procedure, a PDF copy, and the editable FORM 0038-C Customer Satisfaction Survey and Summary in Word format.
The gallery shows representative pages from the procedure.
Using an eQMS? These editable Microsoft Office files can be imported into any electronic quality management system (eQMS) that manages Word and Excel documents, or used in a paper-based system. Adapt the approval, signature and record steps to your system’s workflow, and validate the eQMS software under your own QMS. See how to use A.P. Lyon procedures in an eQMS.
Related procedures
These procedures address connected work and are sold separately:
Systems containing this procedure
A system package includes this procedure with other documents. Review its content list before purchasing both.
Before implementation
Adapt responsibilities, process steps, acceptance criteria and records to your organization, device and intended markets. Confirm the applicable standards and regulatory requirements before approval and use. This download supplies documentation, not executed testing, regulatory authorization or certification.
