SZNS ISO 10004:2012 Quality management — Customer satisfaction — Guidelines for monitoring and measuring

E453.63

This standard provides guidance to the organization on establishing effective processes for monitoring and measuring customer satisfaction.

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Description

This standard provides guidance to the organization on establishing effective processes for monitoring and measuring customer satisfaction.

TABLE OF CONTENTS

Contents Page
Introduction v
1 Scope 1
2 Normative references 1
3 Terms and definitions 1
4 Concept and guiding principles 2
4.1 General 2
4.2 Concept of customer satisfaction 2
4.3 Guiding principles 2
5 Framework for monitoring and measuring customer satisfaction 3
6 Planning 3
6.1 Defining the purpose and objectives 3
6.2 Determining the scope and frequency 4
6.3 Determining implementation methods and responsibilities 4
6.4 Allocating resources 4
7 Operation 4
7.1 General 4
7.2 Identifying customer expectations 5
7.3 Gathering customer satisfaction data 6
7.4 Analysing customer satisfaction data 8
7.5 Communicating customer satisfaction information 9
7.6 Monitoring customer satisfaction 10
8 Maintenance and improvement 11
Annex A (normative) Conceptual model of customer satisfaction 12
Annex B (normative) Identification of customer expectations 14
Annex C (normative) Direct measurement of customer satisfaction 17
Annex D (normative) Analysis of customer satisfaction data 21
Annex E (normative) Using customer satisfaction information 26
Annex F (informative) Relationship between this International Standard, ISO 10001, ISO 10002 and ISO 10003 28
Bibliography 30

Additional information

Format

PDF, Hardcopy