Customer Satisfaction

ISO has developed a new technical specification, ISO/TS 10004:2010, which provides guidance on establishing effective processes for monitoring and measuring customer satisfaction.

The information obtained from monitoring and measuring customer satisfaction can help identify opportunities for improvement of an organization’s strategies, products, processes, and characteristics that are valued by customers, and which serve the organization’s objectives. Such improvements can strengthen customer confidence and result in commercial and other benefits.

ISO/TS 10004:2010, Quality Management – Customer Satisfaction – Guidelines for Monitoring and Measuring, deals with:

  • Concept of customer satisfaction, and guiding principles
  • Framework for monitoring and measuring customer satisfaction
  • Planning for monitoring and measuring customer satisfaction
  • Processes for monitoring and measuring customer satisfaction
  • Maintenance and improvement of monitoring and measurement processes.

This technical specification is intended for use by organizations regardless of type, size, or product provided. Its focus is on customers external to the organization.

It is not intended for certification or contractual purposes, nor is it intended to alter any rights or obligations under applicable statutory or regulatory requirements.

ISO/TS 10004:2010 is part of the ISO 10000 series of standards on customer satisfaction. ISO 10001:2007 provides guidance on codes of conduct, ISO 10002:2004 on complaints handling, and ISO 10003:2007 on dispute resolution. ISO/TS 10004 complements these standards by providing guidance on monitoring and measuring customer satisfaction. Collectively, their guidance can help organizations sustain or enhance customer satisfaction.

By providing guidance on monitoring and measuring customer satisfaction, ISO/TS 10004:2010 supports the objectives, and is compatible with, ISO 9001:2008, Quality Management Systems – Requirements, and with ISO 9004:2009, Managing for the Sustained Success of an Organization – A Quality Management Approach.

You can order a copy of ISO/TS 10004:2010 at this web page at the ANSI eStandards Store.