ISO 10004 standard is a general guideline from the ISO 9000 family, specifically developed for designing, planning, and implementing processes to monitor and measure customer satisfaction.
This standard provides an excellent guide for developing professional methods tomeasure customer satisfaction levels .
In this standard, you will learn that merely providing survey forms to customers and analyzing them is not sufficient to accurately measure real customer satisfaction.
This standard discusses the Customer Satisfaction Index (CSI), an ideal and composite indicator comprised of various parameters for measuring customer satisfaction.
This standard also consists of 8 sections and was initially introduced as ISO/TS 10004:2010. In 2018, it underwent a revision and became ISO 10004:2018.
This standard covers various topics, some of which are as follows:
- Methods of segmenting customers.
- Types of customers from the standard point of view
- How to survey customers (direct and indirect survey methods)
- Explanation of survey methods