Acme Solutions, a provider of IT support services, recently underwent an internal audit of its Quality Management System (QMS) based on ISO 9001:2015. The audit revealed the following: The company meticulously documented all its IT support processes, creating detailed standard operating procedures (SOPs) for various service requests. All IT support staff received comprehensive training on these SOPs, and records of this training were maintained. However, during the audit, it was discovered that the IT support technicians rarely used the company\'s designated customer satisfaction survey tool after resolving service requests. While technicians verbally confirmed customer satisfaction at the end of each interaction, there was no formal mechanism to collect and analyze customer feedback systematically. Furthermore, the company did not have any specific monitoring equipment to measure the resolution time for service requests or the frequency of repeat issues. The audit team noted that, while the company had invested heavily in documenting its processes and training its staff, there was a significant gap in the implementation of monitoring and measurement processes during service delivery. Considering the requirements of ISO 9001:2015, which of the following areas represents the most significant non-conformance observed during the audit?