ISO 10004 guides the development and implementation of processes for monitoring and measuring customer satisfaction within the organization. The standard supports developing and implementing an overall framework to ensure customer satisfaction that integrates with the organization's context and focuses on leadership and commitment. The standard specifies the fundamental principles to implement and maintain effective monitoring and measuring processes for customer satisfaction, which include:
- The commitment of the organization
- Ensuring adequate capacity to manage the monitoring and measuring processes
- Transparency of the monitoring and measuring processes
- Accessibility to all interested parties
- Responsiveness to the results of monitoring and measurement
- Information integrity and confidentiality
- Ensuring a customer-focused approach that promotes accountability and competence
- Providing timelines for monitoring and measuring customer satisfaction
- Comprehension and continuity of monitoring and measurement
Any organization, regardless of its size, scope, or field of business, public or private, can use this standard to develop and implement effective monitoring and me
Achieving ISO 10004 attestation for your customer satisfaction monitoring and measuring processes will help your organization:
- Achieve higher levels of customer satisfaction.
- Ensure alignment with international best practices and benchmarks
- Gain the trust of your customers and stakeholders regarding the transparency and robustness of your quality operations.
- Achieve a competitive advantage in the market with distinguished clients and customers.
- Stay in control of your customer satisfaction results and trends and develop action plans based on factual results.
- Achieve more efficient utilization of resources used to monitor and measure customer satisfaction.
- Promote the importance of customer focus within the organization.
