ISO9001-9.1.2

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9.1.2 顾客满意
组织应监视顾客对其要求和期望已经得到满足的程度的感受。组织应确定获取、监视和评审该信息的方法。
注：监视顾客感受的例子可包括顾客调查、顾客对交付产品或服务的反馈、顾客座谈、市场占有率分析、顾客赞扬、担保索赔和经销商报告

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9.1.2 Customer satisfaction

Organizations should monitor customers' perception of the degree to which their requirements and expectations have been met. The organization should determine the methods for obtaining, monitoring, and reviewing this information.

Note: Examples of monitoring customer feelings can include customer surveys, customer feedback on delivered products or services, customer discussions, market share analysis, customer praise, warranty claims, and dealer reports

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组织首先要明确其“顾客”所涵盖的范围，就制造业而言，其顾客可包括：客户（其他组织，组织的产品就是其原料）、经销商（批发商）、直销商（产品直供）、零售商（由经销商向其提供产品）以及最终的消费者；服务性组织的“顾客”可包括客户（接受服务的组织）、顾客（购买者、观赏者、体验者、被培训者、消费者、食客、服务对象的拥有者等）

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Organizations first need to clarify the scope of their "customers".
In terms of manufacturing, their customers can include: customers (other organizations, whose products are their raw materials), distributors (wholesalers), direct sellers (direct supply of products), retailers (products provided by distributors), and ultimately consumers;

The 'customers' of service organizations can include customers (receiving organizations), customers (buyers, viewers, experiential users, trainees, consumers, diners, owners of service objects, etc.)