ISO 10004:2012
Quality management — Customer satisfaction — Guidelines for monitoring and 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.
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Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Concept and guiding principles
4.1 General
4.2 Concept of customer satisfaction
4.3 Guiding principles
5 Framework for monitoring and measuring customer satisfaction
6 Planning
6.1 Defining the purpose and objectives
6.2 Determining the scope and frequency
6.3 Determining implementation methods and responsibilities
6.4 Allocating resources
7 Operation
7.1 General
7.2 Identifying customer expectations
7.3 Gathering customer satisfaction data
7.4 Analysing customer satisfaction data
7.5 Communicating customer satisfaction information
7.6 Monitoring customer satisfaction
8 Maintenance and improvement
Annex A (normative) Conceptual model of customer satisfaction
Annex B (normative) Identification of customer expectations
Annex C (normative) Direct measurement of customer satisfaction
Annex D (normative) Analysis of customer satisfaction data
Annex E (normative) Using customer satisfaction information
Annex F (informative) Relationship between this International Standard, ISO 10001, ISO 10002 and ISO 10003
Bibliography
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Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Concept and guiding principles
4.1 General
4.2 Concept of customer satisfaction
4.3 Guiding principles
5 Framework for monitoring and measuring customer satisfaction
6 Planning
6.1 Defining the purpose and objectives
6.2 Determining the scope and frequency
6.3 Determining implementation methods and responsibilities
6.4 Allocating resources
7 Operation
7.1 General
7.2 Identifying customer expectations
7.3 Gathering customer satisfaction data
7.4 Analysing customer satisfaction data
7.5 Communicating customer satisfaction information
7.6 Monitoring customer satisfaction
8 Maintenance and improvement
Annex A (normative) Conceptual model of customer satisfaction
Annex B (normative) Identification of customer expectations
Annex C (normative) Direct measurement of customer satisfaction
Annex D (normative) Analysis of customer satisfaction data
Annex E (normative) Using customer satisfaction information
Annex F (informative) Relationship between this International Standard, ISO 10001, ISO 10002 and ISO 10003
Bibliography