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ISSN 1179-2426
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Measuring customer satisfaction – new ISO technical specification

A business person listens to a customer

ISO has developed a new technical specification Quality management – Customer satisfaction – Guidelines for monitoring and measuring ISO/TS 10004:2010. ISO/TS 10004 provides guidance to organisations to establish effective processes to monitor and measure customer satisfaction. Customer satisfaction is one of the key elements for the success of an organisation, whether in public or private sector.

'All organisations – private companies and public sector agencies – have customers, and their satisfaction or dissatisfaction can have far-reaching consequences for the organisation,' says Mr. Lally Marwah, convener of the project. 'The information gained from monitoring and measuring customer satisfaction as outlined in ISO/TS 10004 is vital to quality management. It can guide the organisation in taking actions to sustain or enhance customer satisfaction, and help in achieving the larger goals of the organisation.'

ISO/TS 10004 belongs to the ISO 10000 series of Standards on customer satisfaction. ISO 10001:2007, ISO 10002:2004, and ISO 10003:2007 provide guidance on codes of conduct, complaints handling, and dispute resolution. ISO/TS 10004 complements these Standards by providing guidance on monitoring and measuring customer satisfaction.

By providing guidance on monitoring and measuring customer satisfaction ISO/TS 10004 supports the objectives, and is compatible with, ISO 9001:2008 Quality management systems – Requirements, and with ISO 9004:2009 Managing for the sustained success of an organisation – A quality management approach.

→ Buy ISO 10001:2007 Quality management – Customer satisfaction – Guidelines for codes of conduct for organizations

→ Buy ISO 10002:2004 Quality management – Customer satisfaction –Guidelines for complaints handling in organizations

→ Buy ISO 10003:2007 Quality management – Customer satisfaction – Guidelines for dispute resolution external to organizations

→ Buy ISO 10004:2010 Quality management – Customer satisfaction – Guidelines for monitoring and measuring

→ Buy AS/NZS ISO 9001:2008 Quality management systems – Requirements

Note: AS/NZS ISO 9001:2008 Quality management systems – Requirements is an adoption of and identical to ISO 9001:2008.

→ Buy ISO 9004:2009 Managing for the sustained success of an organization – A quality management approach

To purchase PDFs of ISO Standards from Standards New Zealand please email enquiries@standards.co.nz or call 0800 782 632 during business hours. ISO Standards in hardcopy format are also available for purchase from www.standards.co.nz by entering the Standard number and selecting the ISO button in the search panel.

 
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