Quality management -- Customer satisfaction --Guidelines for monitoring and measuring
ISO 10004:2012 provides guidance in defining and implementing processes to monitor and measure customer satisfaction.
ISO 10004:2012 is intended for use by organizations regardless of type,size or product provided.
ISO 10004 is relevant to any organization that wishes to exceed customer expectations, a basic requirement for businesses of all types and sizes, whether they’re in the private,public or voluntary sectors.
Customer satisfaction is determined by the gap between the customer’s expectations and the customer’s perception of the product as delivered by the organization.