ISO 10004:2018 Quality Management — Customer Satisfaction

ISO 10004:2018 provides guidance in defining and implementing processes to monitor and measure customer satisfaction.ISO 10004:2018 is intended for use by organizations regardless of type, size or product provided. The focus of ISO 10004:2018 is on customers external to the organization.

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.

ISO 10004 Benefits

• 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.
• Identify customer expectations.