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

ISO 10004 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 is on customers external to the organization. The ISO 10004 provides organizations with the following further merits:

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