Consulting for obtaining the ISO10004 standard

ISO 10004:2018

Customer satisfaction

Guidelines for monitoring and measuring

What is ISO 10004 “Customer Satisfaction”?

Customer satisfaction is determined by the gap between customer expectations and customer perception of the product offered by the organization. To achieve customer satisfaction, the organization must first understand the needs and expectations of the customer. These expectations may be explicit or implicit or not fully expressed. Customer expectations, as perceived by the organization, form the initial basis for the product that is subsequently planned and delivered. The extent to which the product delivered by the customer meets or exceeds expectations determines customer satisfaction. It is important to distinguish between the organization’s view of the quality of the delivered product and the customer’s perception of the delivered product, as it is this that governs customer satisfaction.

ISO 10004 provides guidance in defining and implementing processes for monitoring and measuring customer satisfaction. By identifying information on customer expectations and satisfaction; Collect customer satisfaction data and monitor their ongoing satisfaction. and providing feedback to improve customer satisfaction

The ISO 10000 international standard series can be used by any organization regardless of type, size or product.

Benefits of implementing and receiving the ISO 10004 “Customer Satisfaction” certificate

1. Customer retention
2. You gain information about new expectations
3. Resolve complaints
4. Identify trends and thereby eliminate the causes of complaints
5. Customer-oriented approach to resolving complaints
6. Encourage employees to improve their customer service skills

To pursue this goal, the organization must do the following:

• identifying customer expectations;
• Collect customer satisfaction data;
• Analyzing customer satisfaction data;
• providing feedback to improve customer satisfaction;
• Ongoing customer satisfaction monitoring

For what organization is it relevant?

ISO 10004 is relevant to any organization that wishes to exceed customer expectations, an essential requirement for businesses of all types and sizes, whether they are in the private, public or voluntary sector.

ISO 10004 Quality management – Customer satisfaction – Guidelines for monitoring and measurement

ISO 10004 provides guidance on defining and implementing processes to monitor and measure customer satisfaction. ISO 10004 is intended for use by organizations regardless of type, size or product offering. ISO 10004 focuses on customers outside the organization.