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ISO 10004 Customer Satisfaction Monitoring and Measurement Rules

ISO 10004 defines rules for a business to measure, monitor and evaluate the satisfaction of its customers outside the organization. Regardless of the field of activity, the products and services it offers, its size and location, all businesses can benefit from the "ISO 10004 Quality management - Customer satisfaction - Monitoring and measurement guidelines" standard. ISO 10004, which is compatible with ISO 10001, ISO 10002 and ISO 10003, developed to ensure customer satisfaction, can be used together with these documents as well as independently. When used in conjunction with ISO 10004 standard ISO 10001, ISO 10002 and ISO 10003, it can become an important part of a larger systematic structure for customer satisfaction. In this context, it provides a basis for establishing codes of conduct, evaluating customer complaints, resolving potential disputes, and monitoring and improving customer satisfaction in a sustainable manner.

All of these standards provide guidance that can help minimize customer dissatisfaction and increase customer satisfaction. ISO 10004 complements ISO 10001, ISO 10002 and ISO 10003 by providing guidance on monitoring and measuring customer satisfaction. The information obtained can guide the organization in taking actions that can help maintain or increase customer satisfaction. You can contact Aşan Danışmanlık to get more detailed information about ISO 10004 and to learn about customer satisfaction verification and certification processes.

ISO 10004 Scope

Customer satisfaction is determined by the difference between the expectations of the customer and the level of satisfaction of the product / service offered by an organization. To ensure customer satisfaction, organizations must first properly understand the customer´s expectations. These expectations may be explicit or implicit, or they may not be fully expressed. Customer expectations as understood by the organization form the primary basis of the product that is subsequently planned and delivered. The degree to which the delivered product is perceived by the customer as meeting or exceeding expectations determines the degree of customer satisfaction. It is important to distinguish between the organization´s view of the quality of the delivered product and the customer´s perception of the delivered product. ISO 10004, which comes into play at this point, determines customer expectations and satisfaction data; It is used to collect customer satisfaction data and to monitor their ongoing satisfaction and to provide feedback for improvement of customer satisfaction.

Obtaining ISO 10004 Certificate from accredited certification bodies by meeting the ISO 10004 Customer Satisfaction Monitoring and Measurement Rules standard provides the following benefits to businesses:

* Increasing existing customer loyalty and acquiring new customers
* Maintaining and improving brand reputation
* Improve process efficiency
* Increase sales and profitability
* To learn about new customer expectations
* Ensuring that complaints are resolved in a way that satisfies the complaints and the organization
* Identifying customer, organization and market trends and thereby eliminating the causes of complaints
* To provide a customer-oriented approach to the resolution of complaints
* Encouraging employees to work sustainably with customers
* Establishing a basic framework for continuous review and analysis

ISO 10004 supports the development and implementation of an overall framework for achieving customer satisfaction that integrates with the context of the organization and focuses on leadership and commitment. The standard specifies the basic principles for implementing and maintaining effective monitoring and measuring processes for customer satisfaction, covering the following topics:

* Commitment of the organization
* Ensuring effective capacity to manage monitoring and measurement processes
* Transparency of monitoring and measurement processes
* Accessibility for all interested parties
* Sensitivity to monitoring and measurement results
* Information integrity and confidentiality
* Ensuring a customer-focused approach that promotes accountability and competence
* Provide timelines to monitor and measure customer satisfaction
* Understanding and continuity of monitoring and measurement


ISO Certification