Klanttevredenheid
Versie: 1.0 Eigenaar: Operations Manager Goedgekeurd door: Directie Harborn Datum laatste review: 2025 Reviewfrequentie: Jaarlijks
Customer Satisfaction Process (ISO 9001) - Process Description
Purpose
The purpose of this process is to systematically collect, analyze, and follow up on customer
feedback to ensure customer satisfaction, strengthen customer relationships, and drive
continuous improvement of our services.
Scope
This process applies to all Harborn services and projects. It covers customer feedback during
and after projects, support processes, and formal evaluation moments (such as after delivery or
at the termination of a collaboration).
Process Steps
3.1. Feedback Collection
A. During Projects
Scrum Retrospectives: Customer feedback is actively collected during retrospectives and recorded by the Scrum Master
or Product Owner (together with the team).
Stakeholder Meetings: Periodic meetings with the customer(s) in which feedback about collaboration, process, and results
is collected and documented in minutes by the Delivery Manager together with the Business Lead.
B. Support
Jira Support Tickets: After closing a support ticket, the customer receives a request to leave a review. Feedback and
scores are automatically recorded in Jira.
C. Evaluation Moments
Post-Delivery Evaluation: After project delivery or a major release, an evaluation meeting with the customer is organized to
discuss and document experiences, issues, and improvement points.
Exit Interviews: When the customer relationship ends, an exit interview is conducted. Feedback is registered for analysis
and improvement (offboarding checklist).
D. Spontaneous Feedback
All other feedback (for example via email, phone, or informal conversations) is discussed in a shared channel with Chapter
Control and acted upon as needed.
3.2. Analysis, Portfolio Evaluation, and Monitoring
Quarterly Monitoring: Delivery Managers analyze all customer feedback every quarter (from Jira, retrospectives,
stakeholder meetings, evaluations, etc.).
Portfolio Evaluation:
Business Leads and Delivery Managers jointly evaluate the customer portfolio every quarter.
For each customer, they discuss:
Current status and customer satisfaction
Signals and trends from feedback
Potential risks or improvement points
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