I set up a case simulation below which I think there must be something wrong with this part of quality management system against ISO 9001 relevant requirements. However I am not sure the severity of this “something wrong”. Is there a major nonconformance, a minor or OFI in this case? I am looking forwards to your opinions (judgement and reason) ^ ^ Case description The A company makes things. (I.e. some kind of product) Regarding the customer satisfaction, the way to achieve customers` perspectives on “to which extent it has meet the customers` requirements and expectations” is to conducts opinion surveys and to calculate the number of yearly complaints of each customer (the real performance at the customers`). And based on these two kinds of data, using some kind of weighed average calculation, we will get a score to demonstrate the customer satisfaction towards the A company. The A company does implement this process on a regular basis to get indicators of each customers` satisfaction. However, in the daily life, this score seems lack of attention. The KPI of quality department, relevant to the customer, is the actual product performance at the customers` sites which is the quantity of the customer complaints. No one really care this score. Maybe the only exclusion is the CB auditer. t.t NOTE: This description may be not sufficient in terms of details. However it states the key points. Thanks.