{"id":6395,"date":"2023-06-20T16:56:45","date_gmt":"2023-06-20T14:56:45","guid":{"rendered":"https:\/\/aqualityconsulting.com\/?p=6395"},"modified":"2024-07-15T12:32:19","modified_gmt":"2024-07-15T10:32:19","slug":"com-ajuda-la-iso-9001-a-la-satisfaccio-del-client","status":"publish","type":"post","link":"https:\/\/aqualityconsulting.com\/ca\/com-ajuda-la-iso-9001-a-la-satisfaccio-del-client","title":{"rendered":"Com ajuda la ISO 9001 a la satisfacci\u00f3 del client?"},"content":{"rendered":"<p>La satisfacci\u00f3 del client \u00e9s <strong>un dels aspectes m\u00e9s importants en la gesti\u00f3 empresarial actual.<\/strong> Per aix\u00f2, moltes companyies esforcen cada vegada m\u00e9s a mesurar els resultats de les seves accions i a complir certs est\u00e0ndards de qualitat, amb l&#8217;objectiu de fidelitzar els seus consumidors i obtenir rendibilitat a llarg termini.<\/p>\n<p>Un d&#8217;aquests est\u00e0ndards de qualitat \u00e9s precisament la norma <a href=\"https:\/\/aqualityconsulting.com\/consultoria\/iso-9001\"><strong>ISO 9001<\/strong><\/a>, que es centra en la gesti\u00f3 de la qualitat i pot ajudar les organitzacions a millorar la satisfacci\u00f3 del client.<\/p>\n<h2>Qu\u00e8 \u00e9s la ISO 9001?<\/h2>\n<p>La ISO 9001 \u00e9s una de les <a href=\"https:\/\/aqualityconsulting.com\/ca\/normatives-iso\"><strong>normatives ISO<\/strong><\/a> m\u00e9s reconegudes a nivell internacional, ja que \u00e9s un <strong>model de gesti\u00f3 centrat en l&#8217;efic\u00e0cia i en la millora del sistema de gesti\u00f3 de qualitat<\/strong>, amb l&#8217;objectiu de complir les expectatives tant dels clients com de les parts interessades.<\/p>\n<h2>Qu\u00e8 \u00e9s la satisfacci\u00f3 del client segons la ISO 9001?<\/h2>\n<p>La normativa ISO 9001 estableix un conjunt de normes de servei al client que determinen que <strong>la satisfacci\u00f3 \u00e9s el resultat de la comparaci\u00f3 de les expectatives posades en el producte i el valor del producte en si mateix<\/strong>, \u00e9s a dir, la percepci\u00f3 del client despr\u00e9s de provar-lo. Segons aquesta norma, <strong>les empreses han de fer un seguiment actiu de la satisfacci\u00f3 dels clients<\/strong> amb l&#8217;objectiu d&#8217;assegurar una correcta gesti\u00f3 de la qualitat.<\/p>\n<h2>Com implementar processos de qualitat en el servei al client?<\/h2>\n<p>L&#8217;objectiu de la norma ISO 9001 \u00e9s <strong>assegurar la qualitat en qualsevol activitat<\/strong> i, per aconseguir-ho, \u00e9s necessari <strong>implementar processos de qualitat en el servei al client seguint una planificaci\u00f3 i fent un control exhaustiu.<\/strong><br \/>\nAlgunes de les coses que les empreses poden fer per millorar la satisfacci\u00f3 dels clients s\u00f3n:<\/p>\n<ul>\n<li>Adoptar un enfocament basat en processos: planificaci\u00f3, control i millora cont\u00ednua.<\/li>\n<li>Comprendre i intentar complir els requisits dels clients.<\/li>\n<li>Realitzar un seguiment dels desitjos dels clients, per millorar la seva experi\u00e8ncia.<\/li>\n<li>Treballar en una millora cont\u00ednua, realitzant auditories internes i revisions.<\/li>\n<li>Recopilar i analitzar dades per avaluar la possible millora.<\/li>\n<li>Gestionar les queixes i la retroalimentaci\u00f3 del client.<\/li>\n<\/ul>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone wp-image-12038 size-full\" src=\"https:\/\/aqualityconsulting.com\/wp-content\/uploads\/2023\/06\/satisfaccion-del-cliente-final.jpg\" alt=\"satisfaccion del cliente final\" width=\"1000\" height=\"641\" srcset=\"https:\/\/aqualityconsulting.com\/wp-content\/uploads\/2023\/06\/satisfaccion-del-cliente-final.jpg 1000w, https:\/\/aqualityconsulting.com\/wp-content\/uploads\/2023\/06\/satisfaccion-del-cliente-final-300x192.jpg 300w, https:\/\/aqualityconsulting.com\/wp-content\/uploads\/2023\/06\/satisfaccion-del-cliente-final-768x492.jpg 768w\" sizes=\"(max-width: 1000px) 100vw, 1000px\" \/><\/p>\n<h2>Com mesurar la satisfacci\u00f3 del client?<\/h2>\n<p>Per determinar si has acomplert els teus objectius, existeixen alguns <strong>indicadors de servei d&#8217;atenci\u00f3 al client que et permetran monitoritzar els resultats de les teves accions<\/strong>.<\/p>\n<h3>CSAT o Puntuaci\u00f3 de Satisfacci\u00f3 del Client<\/h3>\n<p>\u00c9s una m\u00e8trica basada en la <strong>realitzaci\u00f3 d&#8217;enquestes<\/strong> que intenten fer una mitjana de l&#8217;experi\u00e8ncia del client. Poden servir per mesurar accions concretes (atenci\u00f3 telef\u00f2nica, entrega, etc.) i solen avaluarse del 1 al 5.<\/p>\n<h3>Temps de resoluci\u00f3 de problemes<\/h3>\n<p>Mesurar quant temps s&#8217;emplea en la resoluci\u00f3 de conflictes \u00e9s una altra forma d&#8217;avaluar la satisfacci\u00f3 del client. Moltes vegades, les empreses es centren en oferir una resposta r\u00e0pida en lloc d&#8217;una efica\u00e7, per\u00f2 la majoria de les ocasions <strong>\u00e9s millor trigar a atendre la trucada i resoldre el problema quan es truca per tel\u00e8fon que estar redirigint el client a diferents departaments<\/strong>.<\/p>\n<h3>CES o Puntuaci\u00f3 d&#8217;Esfor\u00e7 del Client<\/h3>\n<p>Aquesta m\u00e8trica s&#8217;utilitza <strong>per mesurar l&#8217;esfor\u00e7 que el client ha de fer per comprar o contactar amb l&#8217;equip d&#8217;atenci\u00f3 al client.<\/strong> Es poden realitzar enquestes preguntant si ha estat f\u00e0cil el proc\u00e9s i mesurar els resultats, ja que moltes vegades els usuaris no repeteixen la compra per l&#8217;experi\u00e8ncia.<br \/>\nAquests s\u00f3n nom\u00e9s alguns exemples, per\u00f2 <strong>hi ha molts altres aspectes que es poden mesurar: la taxa de retenci\u00f3 de clients, la p\u00e8rdua de clients, el volum de tiquets de suport, el temps de resoluci\u00f3&#8230;<\/strong><\/p>\n<p>Treballar en la satisfacci\u00f3 del client \u00e9s un proc\u00e9s complex. Per aix\u00f2, <strong>el millor \u00e9s establir objectius a llarg termini enfocats a millorar la qualitat.<\/strong> D&#8217;aqu\u00ed que el compliment de la norma ISO 9001 suposi una avantatge notable a l&#8217;hora de millorar la satisfacci\u00f3 del client. En implementar aquesta norma, les empreses milloren la seva efici\u00e8ncia i demostren preocupar-se per l&#8217;opini\u00f3 dels seus clients, la qual cosa ajuda a millorar els seus beneficis.<\/p>\n<p>Si est\u00e0s pensant en contractar un servei d&#8217;auditoria, a <strong>Aquality Consulting<\/strong> som una <strong>empresa de consultoria d&#8217;auditoria, sistemes de gesti\u00f3 i formaci\u00f3<\/strong>. <a href=\"https:\/\/aqualityconsulting.com\/ca\/contacte\"><strong>Contacta amb nosaltres!<\/strong><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>La satisfacci\u00f3 del client \u00e9s un dels aspectes m\u00e9s importants en la gesti\u00f3 empresarial actual. Per aix\u00f2, moltes companyies esforcen cada vegada m\u00e9s a mesurar els resultats de les seves accions i a complir certs est\u00e0ndards de qualitat, amb l&#8217;objectiu de fidelitzar els seus consumidors i obtenir rendibilitat a llarg termini. Un d&#8217;aquests est\u00e0ndards de [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":12041,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[22],"tags":[],"class_list":["post-6395","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-aquality-consulting-ca"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Com ajuda ISO 9001 a satisfer el client? | Aquality Consulting<\/title>\n<meta name=\"description\" content=\"La normativa ISO 9001 se centra en la millora de la qualitat cont\u00ednua, incloent-hi la satisfacci\u00f3 al client. 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