eLibrary >
ISO 10004:2018 Quality management - Customer satisfaction - Guidelines for monitoring and measuring >
ISO 10004:2018 Quality management - Customer satisfaction - Guidelines for monitoring and measuring, 2018
- Foreword
- Introduction
- 1 Scope
- 2 Normative references
- 3 Terms and definitions
- 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
- 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
- 5.2 Establishment
- 6 Planning, design and development
- 6.1 Defining the purpose and objectives
- 6.2 Determining the scope and frequency
- 6.3 Determining implementation methods and responsibilities
- 6.4 Allocating resources
- 7 Operation
- 7.1 General
- 7.2 Identifying customer expectations
- 7.2.1 Identifying customers
- 7.2.2 Determining customer expectations
- 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
- 7.3.3 Direct measures of customer satisfaction
- 7.3.4 Collecting customer satisfaction data
- 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
- 7.4.5 Validating the analysis
- 7.4.6 Reporting results and recommendations
- 7.5 Communicating customer satisfaction information
- 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
- 8 Maintenance and improvement
- Annex A (informative) Interrelationship of ISO 10001, ISO 10002, ISO 10003 and this document
- Annex B (informative) Conceptual model of customer satisfaction
- Annex C (informative) Identification of customer expectations
- Annex D (informative) Direct measurement of customer satisfaction
- Annex E (informative) Analysis of customer satisfaction data
- Annex F (informative) Using customer satisfaction information
- Bibliography [Go to Page]