Standard

BS ISO 10004:2018

Quality management. Customer satisfaction. Guidelines for monitoring and measuring

Current

•

Published:

31 Jul 2018

1 Scope

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.

BSI recommends this version of standard for organisations operating in or with the UK. The ISO edition is available here if required.

Product Details

Descriptors

Performance testing

Measurement

Quality assurance systems

Management

Market research

Data acquisition

Consumers

Quality management

Consumer-supplier relations

Surveys

ICS Codes

03.120.10 Quality management and quality assurance

Committee

SVS/0

International relationships

Identical to:

ISO 10004:2018

ISBN

978 0 580 98260 6

Publisher

BSI