Customer satisfaction

Measuring customer satisfaction with new ISO technical specification

ISO has developed a new technical specification, ISO/TS 10004:2010, Quality management – Customer satisfaction – Guidelines for monitoring and measuring, which provides guidance to organizations in establishing effective processes for monitoring and measuring customer satisfaction.

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ISO standard for satisfying dissatisfied customers

ISO 10002 offers a solution for organizations on those occasions when the customer is dissatisfied with a product or service - guidelines for handling complaints in a manner that gives optimal results for both the organization and unhappy customer.

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