1. “ISO9001 for Small Businesses; What to do; Advice from ISO/TC176” issued by ISO in 2002
ISO9001: 2000 requires monitoring and measurement of customer satisfaction (CS) in clause 8.2.1. Below are some examples for measuring mentioned in the book.
●telephone calls made periodically
●questionnaires and survey
●internal enquiries among your personnel who are in contact with customers
And the book says all of these have merits and disadvantages. About the way of surveys and questionnaires the book says they have disadvantages because they are time consuming and expensive to process.

2. Case of Company M
Company M is a small firm with about fifty employees and a subcontractor of its customer. No other customer.
According to the intent of Standard written in Introduction as Standard does not imply uniformity in the structure of quality management systems or uniformity of documentation, Company M has decided to select the way of internal enquiries among their personnel who are in contact with customers.

There are no other documented management procedures than Quality manual in the company. So, there are written in Quality manual following sentences as its management representative gathers data of CS through his internal enquiries among their personnel who are in contact with customers and then he gives its information to all employees at its monthly morning assembly.
At the assessment the management representative said to the assessor that the customer had been basically so satisfied with quality that there had been almost no complaint.
On the contrary what he had worried about had been the customers’ arrogant attitude towards the company. It often required heavy documentation. The eighth principle of quality management eight principles is mutually beneficial supplier relationships. So, he said the customer had to monitor information relating to subcontractors perception as to whether the customer had met the principle.