ISO 10004:2018 Preview

Quality management -- Customer satisfaction -- Guidelines for monitoring and measuring

This document gives guidelines for defining and implementing processes to monitor and measure customer satisfaction.

This document is intended for use by any organization regardless of its type or size, or the products and services it provides. The focus of this document is on customers external to the organization.

NOTE Throughout this document, the terms "product" and "service" refer to the outputs of an organization that are intended for, or required by, a customer.


General information

  • Status :  Published
    Publication date : 2018-07
  • Edition : 2
    Number of pages : 35
  • :
    ISO/TC 176/SC 3
    Supporting technologies
  • 03.120.10
    Quality management and quality assurance

Buy this standard

Format Language
PDF + ePub
Paper
  • CHF138

You may be interested in:

Cropped shot of the hands of a delivery man handing a package to a female customer.
By Clare Naden on
Improving customer satisfaction with updated ISO series of standards
We all know that retaining loyal, happy customers is the key to any successful business, but the fickle consumer world is not always easy to please. A series of guidelines has just been published, bringing together international best practice on customer satisfaction.

Got a question?

Check out our FAQs

Customer care
+41 22 749 08 88

Opening hours:
Monday to Friday - 09:00-12:00, 14:00-17:00 (UTC+1)

Keep up to date with ISO

Sign up to our newsletter for the latest news, views and product information

 Subscribe