Internal Audit Report¶

Audit Identification: IA2025016 Area: Customer Satisfaction Audit Date: 3rd October 2025 Auditor: Sean Ashton Date Completed: 3rd October 2025 Findings: 0 Non-conformities, 2 Observations Scope: Clause 9.1.2 (ISO 9001:2015) Document Number: FORM_INTAR001 Rev 1 ID 03/10/2025

Executive Summary¶

The audit of customer satisfaction processes at A M Water Services Limited demonstrates compliance with ISO 9001:2015 Clause 9.1.2 requirements. The organisation has established systematic approaches to monitor customer perception through multiple channels, including monthly KPI monitoring, direct feedback mechanisms, and formal complaint procedures. The commitment to customer focus is evident in the company's "#TEAM" philosophy and "Nothing is ever too much to ask" service approach, which permeates the organisational culture.

Current performance indicates strong customer satisfaction with a complaints rate of 1.3 per 1000 customers against a target of less than 2, demonstrating effective service delivery. However, opportunities exist to enhance the formalisation of customer feedback analysis and to implement more structured customer satisfaction measurement tools.

Introduction¶

This audit examined A M Water Services' approach to determining and monitoring customer satisfaction as required by ISO 9001:2015 Clause 9.1.2. The review assessed how the organisation captures customer perception data, analyses feedback trends, and utilises this information for continuous improvement. As the final audit in the September-October 2025 internal audit programme, this assessment completes the comprehensive review of the Integrated Management System implementation.

Aims & Objectives¶

Verify compliance with ISO 9001:2015 Clause 9.1.2 requirements for monitoring customer perception
Assess the effectiveness of customer feedback collection mechanisms across all service areas
Evaluate the integration between customer satisfaction monitoring and management review processes
Review the implementation of S.O.P_2.1 (Customer Focus & Satisfaction) and S.O.P_7.1 (Customer Complaints)
Examine evidence of customer satisfaction analysis and resulting improvement actions
Confirm alignment between customer satisfaction objectives and actual performance metrics

Audit Method¶

Document Review: S.O.P_2.1 Customer Focus & Satisfaction (Rev 2, June 2025), S.O.P_7.1 Customer Complaints/Control of NCR/Corrective Action (Rev 2, June 2025), APP_11 Register of HSQE Objectives and KPIs (Rev 2, July 2025), APP_20 Non-Conformance Register Reference (Rev 1, September 2025), APP_01 Context and Interested Parties Log (Rev 2, June 2025)
Interviews Conducted: Director (Leanne Mason), HSQE Consultant, Customer Service Team Leader, Operations Team Leaders
Observations: Customer communication processes, complaint handling procedures, KPI monitoring activities
Sampling: Customer feedback records from June-September 2025, complaint logs for Q3 2025, management meeting minutes reviewing customer satisfaction data

Non-conformities¶

No non-conformities identified.

Observations¶

Ref	Observation	Risk	Recommendation	Ref
OBS-001	Whilst customer feedback is actively monitored through multiple informal channels (phone calls, emails, site meetings), there is no structured customer satisfaction survey programme in place to systematically measure perception across the customer base	May miss trends or improvement opportunities that broader surveying would identify	Implement an annual customer satisfaction survey targeting key accounts and a sample of smaller customers to provide quantitative satisfaction metrics	CAR-2025-022
OBS-002	Customer feedback analysis is conducted annually at Management Review; however, interim quarterly analysis is not formally documented despite S.O.P_2.1 indicating ongoing monitoring through monthly KPIs	Delayed identification of emerging satisfaction trends could impact customer retention	Establish quarterly customer feedback analysis sessions with documented outputs to enable more timely response to customer perception changes	CAR-2025-023

Corrective Action Summary¶

Not applicable - no corrective actions required.

Conclusions¶

The audit confirms that A M Water Services Limited maintains an effective approach to monitoring customer satisfaction that meets ISO 9001:2015 Clause 9.1.2 requirements. The organisation demonstrates strong customer focus through:

Areas meeting requirements:

Established procedures for customer feedback monitoring (S.O.P_2.1) with clear process flows
Integrated complaint management system (S.O.P_7.1) linking customer issues to corrective actions
Multiple communication channels enabling customer feedback capture
Current performance metrics showing positive customer satisfaction (1.3 complaints per 1000 customers)
Management commitment to customer focus evident in company values and director involvement

What's working well: The family business culture creates strong customer relationships with direct director involvement in customer interactions. The "Nothing is ever too much to ask" philosophy drives a genuine service orientation throughout the organisation. Integration between customer complaints and the non-conformance system ensures systematic resolution of issues. The 24/7 emergency response capability demonstrates commitment to customer service beyond standard working hours.

Integration across three standards: Customer satisfaction processes effectively integrate across the IMS, with customer feedback informing risk assessments (ISO 14001/45001), driving quality improvements (ISO 9001), and highlighting potential environmental or safety concerns from customer perspectives. The Context and Interested Parties Log appropriately identifies customers as high-impact stakeholders requiring continuous engagement.

Recommendations¶

Develop a customer satisfaction survey programme: Create a simple annual survey for key customers focusing on service quality, communication, and value. This would provide quantitative data to complement existing qualitative feedback and enable trend analysis year-on-year.
Implement quarterly customer feedback reviews: Schedule quarterly mini-reviews of customer feedback between annual Management Reviews. Document key themes, trends, and actions in a simple one-page format to maintain visibility of customer perception throughout the year.
Enhance customer feedback visibility: Consider a simple visual management board in the office displaying current customer satisfaction metrics, recent positive feedback, and improvement actions. This would reinforce the customer focus culture and keep satisfaction top-of-mind for all staff.
Establish customer satisfaction benchmarks: Research industry standards for customer satisfaction in the water contractor sector to provide context for performance targets and identify areas where A M Water Services can differentiate through superior service.

Feedback & Acknowledgments¶

The audit was conducted with excellent cooperation from all participants. Leanne Mason provided comprehensive access to customer records and complaint logs, demonstrating transparent commitment to customer satisfaction improvement. The Customer Service team showed strong understanding of feedback processes and genuine enthusiasm for customer care. Operational Team Leaders demonstrated how customer feedback is incorporated into daily toolbox talks and service delivery planning.

Particular acknowledgment to the proactive approach taken in maintaining low complaint rates whilst managing the challenges of emergency response work and weather-dependent operations. The integration of customer feedback into the broader IMS demonstrates maturity in understanding how customer perception impacts all aspects of business performance.

Audit Report Prepared By¶

Name	Position	Signature	Date
Sean Ashton	HSQE Consultant	S. Ashton	03/10/2025
Aaron Mason	Director	A. Mason	03/10/2025

Corrective Action Close Out¶

Not applicable - no corrective actions required.