Customer care, satisfaction and service
Plain-language summary
How the supplier handles the customer relationship after the part ships — requirements, complaints, field performance, service parts, and overall satisfaction.
What the clause is really asking
The risk controlled here is that production quality is good but the customer relationship is not: complaints handled slowly, requirements not kept current, field failures not analysed, or service/spare-part obligations neglected. This element confirms the supplier stays responsive across the whole life of the part — listening to the customer, reacting fast to problems, and learning from field experience.
What auditors look for
The auditor looks at how customer requirements and changes are received and kept current, how complaints and 8D responses are managed for speed and quality, and how field/warranty data is analysed and fed back into the process. They check customer scorecard/portal status, special-status conditions, communication and escalation, and how service or spare parts are supported over the required period.
Typical evidence
Customer requirement/change management records; complaint and 8D logs with response times; field/warranty/return analysis; customer scorecard or portal status; special-status/escalation handling; service- and spare-part support records; customer-satisfaction tracking.
How to comply — recommendations
Treat the customer interface as a managed process: keep requirements current, respond to complaints quickly and thoroughly with verified corrective action, and analyse field and warranty data to prevent recurrence. Monitor your customer scorecards and act before issues escalate to special status. Plan and honour service and spare-part obligations. The strongest signal is a customer who trusts you to surface and fix problems before they have to chase you.
Common nonconformities
Slow or superficial complaint/8D responses; field and warranty data not analysed or not fed back; customer requirement changes missed; scorecard or special-status signals ignored until escalation; service/spare-part obligations overlooked; no real measure of customer satisfaction.
Related clauses
IATF 16949 8.2 (customer requirements/communication), 10.2.5/10.2.6 (warranty, complaints), 9.1.2 (customer satisfaction); ISO 9001 8.2, 9.1.2, 10.2
Qlause provides interpretive guidance only and is not a substitute for the standard. Refer to your licensed copy of the relevant standard for the authoritative text.