Quality Assurance Part 9: Why Customer Feedback Matters in Our Quality Management System

At Numed, listening to our customers is more than a courtesy. It’s a vital part of how we maintain and improve quality. As part of our commitment to continuous improvement and customer focus, we actively collect and analyze feedback to better understand your experience and ensure our services meet expectations.

Customer insights help us take meaningful action, both in the moment and long-term, to refine the way we deliver care and operate as a company. It’s not just good service. It’s good quality.

Why We Seek Feedback

Customer feedback is directly tied to one of our core values: customer focus. It’s also a requirement of ISO 9001:2015, which emphasizes the importance of monitoring customer perception as part of an effective Quality Management System (QMS).

For us, feedback allows real-world experiences to shape our processes. By identifying patterns and potential issues early, we’re able to take corrective or preventive action to avoid service disruptions and reduce risk.

When We Collect Feedback

In January 2024, we implemented a QR code system to make it easier than ever to leave feedback. The QR code can be found on all service reports provided at the end of the service to the point of contact.

This QR code leads to a one-question survey that customers can complete on any device. Additionally, our Quality Policy now includes a dedicated email address, quality@numedinc.com, where anyone who interacts with our service can submit feedback, concerns, or suggestions.

What We Do With the Feedback

Feedback is reviewed regularly by our Quality team and categorized by type: praise, complaint, or suggestion. If a complaint is identified, it’s logged and investigated through our electronic quality management system (eQMS).

Relevant feedback is also brought into internal team discussions and formal management reviews. Over time, this has helped us spot recurring themes and identify areas for improvement, including parts availability, service response times, diagnostic accuracy, and clarity of service documentation.

How We Turn Feedback Into Action

When we receive feedback, we take immediate action to improve future customer experiences. In one specific case, a customer noted that nonstandard engineer attire was leading to confusion about who was on-site. Within 14 days, we updated our Service Delivery procedure to address this concern, implementing a dress code to ensure our engineers are easily recognized by our customers.

Based on additional customer input, we’ve recently implemented improvements related to:

• Standardizing engineer communication during service visits to ensure consistent, professional interactions
• Shifting critical part repairs in-house, giving us greater control over quality and timelines
• Improving turnaround times on parts through better alignment with our inventory team

Help Us Get Better

We believe quality is a conversation, and it starts with you. If you’ve interacted with a Numed team member or received one of our services, we’d love to hear from you. Reach out to us anytime at quality@numedinc.com to share your experience.