ISO 10004 Guidelines for Monitoring & Measuring
ISO 10004 is a guideline standard that provides guidance on monitoring and measuring customer satisfaction. It offers organizations practical recommendations […]
ISO 10004 Guidelines for Monitoring & Measuring
ISO 10004:2012 provides guidance in defining and implementing processes to monitor and measure customer satisfaction.
ISO 10004:2012 is intended for use by organizations regardless of type, size or product provided. The focus of ISO 10004:2012 is on customers external to the organization.
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