ISO 10004:2018 – Customer satisfaction — Guidelines for monitoring and measuring
ISO 10004 provides guidance in defining and implementing processes to monitor and measure customer satisfaction.
In order to pursue this goal the organization should:
identify customer expectations;
gather customer satisfaction data;
analyze customer satisfaction data;
provide feedback for improvement of customer satisfaction;
monitor customer satisfaction on-going.
The purpose and objectives influence what, when, how and from whom the data is gathered. They also influence how the data is analyzed and how the information is ultimately to be used.
The international standard series ISO 10000 can be used by any organizations no matter what type, size or product. The focus is on customers outside of the organization, not suppliers or its personnel.
obtain information on new expectation
resolving complaints to the satisfaction of the complainant and the organization
identify trends and therewith eliminate causes of complaints
customer-focused approach to resolving complaints
encourage personnel to improve their skills in working with customers
basis for continual review and analysis of the complaints-handling process
This document gives guidelines for defining and implementing processes to monitor and measure customer satisfaction.
This document is intended for use by any organization regardless of its type or size, or the products and services it provides. The focus of this document is on customers external to the organization.
NOTE Throughout this document, the terms “product” and “service” refer to the outputs of an organization that are intended for, or required by, a customer.