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BS ISO 10004:2018

BS ISO 10004:2018

$189.07

Quality management. Customer satisfaction. Guidelines for monitoring and measuring

Published By Publication Date Number of Pages
BSI 2018 46
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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.

PDF Catalog

PDF Pages PDF Title
2 National foreword
7 Foreword
8 Introduction
11 1 Scope
2 Normative references
3 Terms and definitions
13 4 Concepts and guiding principles
4.1 General
4.2 Concept of customer satisfaction
4.3 Guiding principles
4.3.1 Commitment
4.3.2 Capacity
4.3.3 Transparency
4.3.4 Accessibility
4.3.5 Responsiveness
14 4.3.6 Information integrity
4.3.7 Accountability
4.3.8 Improvement
4.3.9 Confidentiality
4.3.10 Customer-focused approach
4.3.11 Competence
4.3.12 Timeliness
4.3.13 Comprehension
4.3.14 Continuity
5 Framework for monitoring and measuring customer satisfaction
5.1 Context of the organization
15 5.2 Establishment
6 Planning, design and development
6.1 Defining the purpose and objectives
16 6.2 Determining the scope and frequency
6.3 Determining implementation methods and responsibilities
6.4 Allocating resources
17 7 Operation
7.1 General
7.2 Identifying customer expectations
7.2.1 Identifying customers
7.2.2 Determining customer expectations
18 7.3 Gathering customer satisfaction data
7.3.1 Identifying and selecting characteristics related to customer satisfaction
7.3.2 Indirect indicators of customer satisfaction
19 7.3.3 Direct measures of customer satisfaction
20 7.3.4 Collecting customer satisfaction data
21 7.4 Analysing customer satisfaction data
7.4.1 General
7.4.2 Preparing the data for analysis
7.4.3 Determining the method of analysis
7.4.4 Conducting the analysis
22 7.4.5 Validating the analysis
7.4.6 Reporting results and recommendations
7.5 Communicating customer satisfaction information
23 7.6 Monitoring customer satisfaction
7.6.1 General
7.6.2 Examining the customers selected and the data gathered
7.6.3 Examining customer satisfaction information
7.6.4 Monitoring actions taken in response to customer satisfaction information
7.6.5 Assessing the effectiveness of actions taken
24 8 Maintenance and improvement
25 Annex A (informative) Interrelationship of ISO 10001, ISO 10002, ISO 10003 and this document
27 Annex B (informative) Conceptual model of customer satisfaction
29 Annex C (informative) Identification of customer expectations
32 Annex D (informative) Direct measurement of customer satisfaction
38 Annex E (informative) Analysis of customer satisfaction data
43 Annex F (informative) Using customer satisfaction information
45 Bibliography

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BS ISO 10004:2018
$189.07