Customer Satisfaction

The new ISO 10004:2012 standard provides guidance in defining and implementing processes to monitor and measure customer satisfaction. It is intended for use by organizations regardless of type, size, or product provided. The focus of ISO 10004:2012 is on customers external to the organization.

ISO 10004:2012, which replaces 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 (Corrigenda 1: 2009) covers complaints handling
  • ISO 10003:2007 provides guidance on dispute resolution.

ISO 10004:2012, “Quality management – Customer satisfaction – Guidelines for monitoring and measuring” can be ordered at this web page at the ANSI eStandards Store.

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.