ISO 10004:2012 - Customer satisfaction - Guidelines for monitoring and measuring

 

ISO/TS 10004:2010 provides guidance in defining and implementing processes to monitor and measure customer satisfaction.

 

ISO/TS 10004:2010 is intended for use by organizations regardless of type, size or product provided. The focus of ISO/TS 10004:2010 is on customers external to the organization.

 

ISO/TS 10004:2010 is not intended for certification or contractual purposes, nor is it intended to change any rights or obligations under applicable statutory or regulatory requirements.

 

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.

For whom?

 

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.

 

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

  • basis for continual review and analysis of the complaints-handling process