How Gravite.io Facilitates ISO 9001 Certification Through Better Customer Feedback Utilization
Why Customer Feedback is Central to ISO 9001
The ISO 9001:2015 standard places strong emphasis on data-driven management and an organization’s ability to measure customer satisfaction in a structured and recurring way. It’s no longer just about sending out an occasional survey — it’s about continuously collecting, analyzing, and leveraging customer feedback across all available channels.
Gravite.io: A Technological Lever to Structure and Automate Customer Listening
Gravite.io is a customer feedback analysis platform that helps companies turn customer comments (emails, reviews, support tickets, calls, etc.) into actionable insights. Here’s how it naturally fits into an ISO 9001 approach:
1. Continuous and Automated Multichannel Feedback Collection
Gravite.io centralizes feedback from various sources (Zendesk, Intercom, App Stores, Google Reviews, Salesforce, etc.) and analyzes it using AI models to detect recurring pain points, implicit expectations, and friction areas.
2. Actionable Quality Metrics
The platform enables you to track custom quality KPIs: recurrence rates of problems, satisfaction scores by theme, trends in pain points over time, and more. These indicators can be integrated into management reviews and fuel the continuous improvement loop required by the standard.
3. Enhanced Traceability for Audits
Every analysis, alert, or action taken through Gravite.io is recorded, helping you document quality processes and provide concrete evidence to auditors during certification or renewal audits.
4. Time and Relevance Gains in Feedback Analysis
Instead of manually conducting ad-hoc customer feedback analyses, Gravite.io offers continuous, intelligent, and targeted analysis, allowing quality teams to focus on action and solving high-impact problems.
In Summary: Gravite.io, Your Ally for Customer Listening 4.0
If you are currently pursuing ISO 9001 certification (or planning to), integrating Gravite.io will enable you to:
• Implement a structured, regular, and multichannel customer listening process;
• Drive improvement actions with clear and contextualized indicators;
• Document your quality processes and demonstrate their effectiveness;
• Reduce the costs of surveys and internal audits.
In short, Gravite.io transforms compliance with the standard into a strategic advantage, by making the voice of the customer readable, actionable, and directly impactful.
