Every year, the Institute for Standardization of Bosnia and Herzegovina, in accordance with the requirements of the management system standards, measures the user satisfaction in order to obtain feedback on the extent to which stakeholders are satisfied with the service provided. Based on the measurement results, certain corrective measures are taken in order to continuously improve and enhance business processes.

 The main goals to be achieved by measuring customer satisfaction are:

• developing awareness of the need to conduct customer satisfaction surveys;

• developing and promoting dialogue with users;

• direct contact with a wide range of users;

• identifying different user groups and obtaining information about their needs and expectations;

• improvement of business processes in the Institute.

Members of the Technical Committees of the Institute for Standardization of BiH were interviewed using online tools.

You can see the results of the survey here.

The Institute for Standardization of Bosnia and Herzegovina would like to thank all of you who took the time to participate in the surveys, as well as for your suggestions and comments.