ISO 10004:2018 Quality management – Customer satisfaction – Guidelines for monitoring and measuring
ISO 10004 provides guidance for the definition and implementation of monitoring and measurement processes of customer satisfaction. Customer satisfaction is achieved through the identification of customer expectations, the analysis and collection of data on customer satisfaction, improvement and monitoring of customer satisfaction. The ISO 10004 is aimed at all organizations of all sizes and industries. Among the many benefits of implementing this standard we can list the resolution of complaints, customer satisfaction, customer oriented, personnel encouragement in improving relations with customers.
ISO 10004 is intended for use by organizations regardless of type, size or product provided. The focus of ISO 10004 is on customers external to the organization.
In order to pursue this goal the organization should:

        -       Identify customer expectations

        -       Gather customer satisfaction data

        -       Analyze customer satisfaction data

        -       Provide feedback for improvement of customer satisfaction

        -       Monitor customer satisfaction on-going