ISO 10004:2018 is an international standard that provides guidelines for monitoring
and measuring customer satisfaction. It assist organizations understand their
customers' needs and expectations, and improve their overall customer satisfaction.
Key Philosophy of ISO 10004:2018
Customer Focus: Focus on understanding customer needs and expectations.
Customer Satisfaction Measurement*l: Measure customer satisfaction through surveys,
feedback, and other methods.
Data Analysis: Analyze data to find trends, patterns, and areas for improvement.
Continuous Improvement: Continuously improve products, services, and processes based
on customer feedback and data analysis.
Key Essentials of ISO 10004:2018
Customer Satisfaction Policy: Establish a customer satisfaction policy that outlines
the organization's dedication to customer satisfaction.
Customer Satisfaction Measurement Process: Develop a process for measuring customer
satisfaction, including survey design, data collection, and analysis.
Data Quality: Ensure data quality through proper data collection, storage, and
analysis methods.
Reporting and Communication: Report and communicate customer satisfaction results to
relevant stakeholders, including employees, management, and customers.
Benefits of Implementing ISO 10004:2018
Enhanced Customer Satisfaction: Enhance customer satisfaction by understanding their
needs and expectations.
Increased Customer Loyalty: Increase customer loyalty by demonstrating a dedication
to customer satisfaction.
Competitive Edge: Differentiate your organization from competitors by demonstrating
a customer-centric approach.
Improved Decision-Making: Make informed decisions based on customer feedback and
data analysis.
Cost Savings: Reduce costs connected with customer complaints, returns, and
dissatisfaction.
Steps to Implement ISO 10004:2018
Establish a Customer Satisfaction Policy: Establish a customer satisfaction policy
that outlines the organization's commitment to customer satisfaction.
Develop a Customer Satisfaction Measurement Process: Develop a process for measuring
customer satisfaction, including survey design, data collection, and analysis.
Collect and Analyze Data: Collect and analyze customer satisfaction data to identify
trends, patterns, and areas for improvement.
Report and Communicate Results: Report and communicate customer satisfaction results
to relevant stakeholders, including employees, management, and customers.
Continuously Improve: Continuously improve products, services, and processes based
on customer feedback and data analysis.
