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

This standard is also included in the online collection: ISO 9000 Quality Management.

Abstract

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. The focus of ISO 10004:2012 is on customers external to the organization.

 

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