To perform a GAP analysis and verify if there is a compliant process for handling customer feedback, satisfaction, and complaints, you should:

1. Review Procedures for Customer Feedback and Complaints

   Confirm that the organization has documented procedures specifically for capturing and managing customer feedback, including both satisfaction levels and complaints. Look for procedures that outline how feedback is gathered, logged, reviewed, and responded to. Ensure that this process covers all types of feedback, whether it is positive, neutral, or negative, and that it includes methods for collecting this information, such as surveys, direct communication, or follow-up calls.

2. Examine Records of Feedback Handling and Actions Taken

   Verify that the organization maintains records that document instances of customer feedback and complaints, along with any actions taken in response. Look for specific evidence showing how complaints are investigated, resolved, and whether there was any follow-up to ensure customer satisfaction. This documentation may include feedback forms, emails, corrective action records, or tracking logs.

3. Assess the Effectiveness of Feedback Handling and Improvement Actions

   Check that there is a process for analyzing customer feedback to identify trends or recurring issues. Ensure the organization uses this information to make improvements to products, services, or processes. Look for any documented actions or changes made as a result of feedback, as well as a regular review process to evaluate whether these actions improve customer satisfaction over time.

By confirming these elements, you can determine if the organization meets the ISO 9001 requirements for handling customer feedback, satisfaction, and complaints effectively.