Omar,

ISO 9000 does not specify a statistical procedure for customer  
satisfaction surveys, or for anything else, for that matter.  The  
ISO17025 does state that you must use 'appropriate' analytical  
methods for determining the uncertainty, but I don't believe it is  
more specific.

I know one company that has a notebook by the telephone, and a week  
after completion of an order someone calls up and inquires how they  
did, with a few questions about how they could make their work fit  
the customer better.  Yes, they have certain specific questions they  
ask.  The notebook records any feedback they get, and on a monthly  
basis a company officer reviews the list and compares it to the  
corrective action database.  An outside consultant (me) looks over  
the summary at least annually, looking for trends and noteworthy  
extremes.

This procedure was praised by the registrar's auditor, because (I  
think) we linked the responses to the log of jobs done so we reached  
all the customers reliably.

If you are going to run a 'serious' survey, of course you will want  
to analyze that in an equally serious manner.  The direct feedback  
turns out to be an excellent source of good quotes for marketing, in  
the cases I'm aware of.

the ASQ website, http://www.asq.org/, has a lot of books on the  
general topic of how to do ISO 9000.  AIAG would tell you about TS  
16949.  If you can do ISO9000, you can boost yourself into ISO17025,  
assuming you care about that one.

Was this any help to you?
Jay

On Jan 31, 2006, at 12:38 PM, Omar Farook wrote:

>   Dear Friends.
>
>   I am searching for the issues, books, and references that explain  
> the statistical procedures use e.g. Customer satisfaction survey to  
> get one of ISO certifications; if you send something I will be  
> highly appreciated.
>   Any references with respect to the above issue I will be very  
> grateful.
>
>   Thanks.
>   Omar.
>
>
> 		
> ---------------------------------
>
>  What are the most popular cars? Find out at Yahoo! Autos
>

Jay Warner
Principal Scientist
Warner Consulting, Inc.
4444 North Green Bay Road
Racine, WI 53404-1216
USA

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