ISO 10004:2012: Quality management — Customer satisfaction — Guidelines for monitoring and measuring

ISO 10004:2012 deals with defining and applying processes to monitor and measure customer satisfaction. It is implemented by any organization irrespective of its type, size or product produced. The focus of ISO 10004:2012 is on customers external to the organization. The 10004:2012 ISO provides organizations with the following further merits:

  • Customer retention
  • Brand reputation
  • Improved communication
  • Continual improvement
  • Process efficiency
  • Increase sales and profitability