ISO 10004
gives guidelines for defining and implementing processes to monitor and measure
customer satisfaction. It is intended for use by any organization regardless of
its type or size, or the products and services it provides. The focus of the
standard is on customers external to the organization. According to ISO 10004,
one of the key elements of organizational success is the customer’s
satisfaction with the organization and its products and services. Therefore, it
is necessary to monitor and measure customer satisfaction.The information
obtained from monitoring and measuring customer satisfaction can help identify
opportunities for improvement of the organization’s strategies, products,
services, processes, and characteristics that are valued by customers, and
serve the organization’s objectives. Such improvements can strengthen customer
confidence and result in commercial and other benefits.ISO 10004 provides
guidance to the organization on establishing effective processes for monitoring
and measuring customer satisfaction.The satisfaction of persons or
organizations that could or do receive a product or a service from a public or
a private organization is the focus of this document. ISO 10004:2018 is
compatible with ISO 9001:2015. It can help address specific clauses in ISO
9001:2015 related to customer satisfaction The focus of ISO 10004:2018 is on
customers external to the organization. ISO 10004 provides guidance in defining
and implementing processes to monitor and measure customer satisfaction. Obtain
information on new expectation, resolving complaints to the satisfaction of the
complainant and the organization.Identify trends and therewith eliminate causes
of complaints, encourage personnel to improve their skills in working with
customers, basis for continual review and analysis of the complaints-handling
process. One of the key elements of organizational success is the customer’s
satisfaction with the organization and its products and services. Therefore, it
is necessary to monitor and measure customer satisfaction.The information
obtained from monitoring and measuring customer satisfaction can help identify
opportunities for improvement of the organization’s strategies, products,
services, processes and characteristics that are valued by customers, and serve
the organization’s objectives. Such improvements can strengthen customer confidence
and result in commercial and other benefits. This document provides guidance to
the organization on establishing effective processes for monitoring and measuring
customer satisfaction. The satisfaction of persons or organizations that could
or do receive a product or a service from a public or a private organization is
the focus of this document.
1. What is ISO?
114. What is ISO 20252?
128. What is ISO 18788?
146. What Is IEC 62304?
218. What is ISO 21001?
264. What is PCI DSS?
270. What is ISO 20700?
275. Cost Of Quality
276. 13485
Categories
© 2013 - 2025 . All Rights Reserved.
User questions & answers