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Customer focus is one of the fundamental principles of ISO 9001.

Organizations need to understand customer requirements and applicable requirements related to their products and services. They should also monitor customer perceptions and satisfaction where appropriate.

Customer focus can involve:

• Understanding customer specifications
• Reviewing contracts and orders
• Meeting agreed delivery requirements
• Handling customer complaints
• Monitoring customer feedback
• Measuring customer satisfaction
• Taking corrective action when problems occur

The ultimate objective is to consistently meet customer requirements and enhance customer satisfaction.

Banyan Certification supports organizations seeking certification for one or multiple ISO management system standards.