In accordance with the requirements of the management system standards of Bosnia and Herzegovina, the Institute of Standardization of Bosnia and Herzegovina each year performs measurement of customers satisfaction in order to obtain feedback on the extent of satisfaction of interested parties with the service provided. Based on the results of the measurements, certain corrective measures are undertaken in order to continuously improve business processes.

The basic goals that we want to achieve by measuring customer satisfaction are:

• Developing awareness of the need to conduct customer satisfaction surveys;
• Developing and promoting dialogue with customers;
• Direct contact with a wide range of customers;
• Identifying different groups of customers and getting information about their needs and expectations;
• Improvement of business processes in the Institute.

Using the online survey tool, three surveys were conducted targeting key relevant stakeholders. You can look at the results of your research in:

• Results of measuring satisfaction of technical committees members;
• Results of measuring satisfaction of INDOC services;
• Results of measuring satisfaction of Info Center services.

The Institute for Standardization of Bosnia and Herzegovina would like to thank everyone who participated in surveys, as well as for your suggestions and comments.