Service to the customer of ISO 17025
Service to the customer of ISO 17025
Clause 4.7
4.7.1 The laboratory shall be willing to cooperate with customers or their representatives in clarifying the customer’s request and in monitoring the laboratory’s performance in relation to the work performed, provided that the laboratory ensures confidentiality to other customers.
NOTE 1 Such cooperation may include:
a) providing the customer or the customer’s representative reasonable access to relevant areas of the laboratory for the witnessing of tests and/or calibrations performed for the customer;
b) preparation, packaging, and dispatch of test and/or calibration items needed by the customer for verification purposes.
NOTE 2 Customers value the maintenance of good communication, advice and guidance in technical matters, and opinions and interpretations based on results. Communication with the customer, especially in large assignments, should be maintained throughout the work. The laboratory should inform the customer of any delays or major deviations in the performance of the tests and/or calibrations.
4.7.2 The laboratory shall seek feedback, both positive and negative, from its customers. The feedback shall be used and analyzed to improve the management system, testing and calibration activities and customer service.
NOTE Examples of the types of feedback include customer satisfaction surveys and review of test or calibration reports with customers.
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