ISO 10004:2018
Quality management — Customer satisfaction — Guidelines for monitoring and measuring
This document gives guidelines for defining and implementing processes to monitor and measure customer satisfaction.
This document is intended for use by any organization regardless of its type or size, or the products and services it provides. The focus of this document is on customers external to the organization.
NOTE Throughout this document, the terms "product" and "service" refer to the outputs of an organization that are intended for, or required by, a customer.
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Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Concepts and guiding principles
4.1 General
4.2 Concept of customer satisfaction
4.3 Guiding principles
4.3.1 Commitment
4.3.2 Capacity
4.3.3 Transparency
4.3.4 Accessibility
4.3.5 Responsiveness
4.3.6 Information integrity
4.3.7 Accountability
4.3.8 Improvement
4.3.9 Confidentiality
4.3.10 Customer-focused approach
4.3.11 Competence
4.3.12 Timeliness
4.3.13 Comprehension
4.3.14 Continuity
5 Framework for monitoring and measuring customer satisfaction
5.1 Context of the organization
5.2 Establishment
6 Planning, design and development
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
7.2.1 Identifying customers
7.2.2 Determining customer expectations
7.3 Gathering customer satisfaction data
7.3.1 Identifying and selecting characteristics related to customer satisfaction
7.3.2 Indirect indicators of customer satisfaction
7.3.3 Direct measures of customer satisfaction
7.3.4 Collecting customer satisfaction data
7.4 Analysing customer satisfaction data
7.4.1 General
7.4.2 Preparing the data for analysis
7.4.3 Determining the method of analysis
7.4.4 Conducting the analysis
7.4.5 Validating the analysis
7.4.6 Reporting results and recommendations
7.5 Communicating customer satisfaction information
7.6 Monitoring customer satisfaction
7.6.1 General
7.6.2 Examining the customers selected and the data gathered
7.6.3 Examining customer satisfaction information
7.6.4 Monitoring actions taken in response to customer satisfaction information
7.6.5 Assessing the effectiveness of actions taken
8 Maintenance and improvement
Annex A (informative) Interrelationship of ISO 10001, ISO 10002, ISO 10003 and this document
Annex B (informative) Conceptual model of customer satisfaction
Annex C (informative) Identification of customer expectations
Annex D (informative) Direct measurement of customer satisfaction
Annex E (informative) Analysis of customer satisfaction data
Annex F (informative) Using customer satisfaction information
Bibliography
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Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Concepts and guiding principles
4.1 General
4.2 Concept of customer satisfaction
4.3 Guiding principles
4.3.1 Commitment
4.3.2 Capacity
4.3.3 Transparency
4.3.4 Accessibility
4.3.5 Responsiveness
4.3.6 Information integrity
4.3.7 Accountability
4.3.8 Improvement
4.3.9 Confidentiality
4.3.10 Customer-focused approach
4.3.11 Competence
4.3.12 Timeliness
4.3.13 Comprehension
4.3.14 Continuity
5 Framework for monitoring and measuring customer satisfaction
5.1 Context of the organization
5.2 Establishment
6 Planning, design and development
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
7.2.1 Identifying customers
7.2.2 Determining customer expectations
7.3 Gathering customer satisfaction data
7.3.1 Identifying and selecting characteristics related to customer satisfaction
7.3.2 Indirect indicators of customer satisfaction
7.3.3 Direct measures of customer satisfaction
7.3.4 Collecting customer satisfaction data
7.4 Analysing customer satisfaction data
7.4.1 General
7.4.2 Preparing the data for analysis
7.4.3 Determining the method of analysis
7.4.4 Conducting the analysis
7.4.5 Validating the analysis
7.4.6 Reporting results and recommendations
7.5 Communicating customer satisfaction information
7.6 Monitoring customer satisfaction
7.6.1 General
7.6.2 Examining the customers selected and the data gathered
7.6.3 Examining customer satisfaction information
7.6.4 Monitoring actions taken in response to customer satisfaction information
7.6.5 Assessing the effectiveness of actions taken
8 Maintenance and improvement
Annex A (informative) Interrelationship of ISO 10001, ISO 10002, ISO 10003 and this document
Annex B (informative) Conceptual model of customer satisfaction
Annex C (informative) Identification of customer expectations
Annex D (informative) Direct measurement of customer satisfaction
Annex E (informative) Analysis of customer satisfaction data
Annex F (informative) Using customer satisfaction information
Bibliography