Monitoring and Measuring Customer Satisfaction (ISO 10004)

ISO 10004 is guidance for monitoring and measuring customer satisfaction: it addresses identifying expectations, data-collection methods, analysis, and turning results into improvement. It is a guidance document from the same family as ISO 10002 (complaints) and ISO 10001 (codes of conduct).

• Organisations wanting to put satisfaction surveys on a structured basis
• Those wanting to gather customer feedback through direct measurement, not only from complaints
• Organisations wanting to strengthen their ISO 9001 clause 9.1.2 implementation on the measurement side

Not mandatory; because it is a guidance document, no accredited certification is issued for it. Records of the method you apply are used as evidence of satisfaction measurement in an ISO 9001 audit.

• The concept of customer satisfaction and the expectation-perception relationship
• Planning the monitoring and measurement framework: purpose, scope, frequency, method
• Identifying customer expectations
• Data collection: direct and indirect measurement methods, sampling
• Analysing the data and calculating satisfaction indicators
• Communicating and tracking the results, and turning them into improvement

1. 1Gap AnalysisCurrent practices are compared against the guidance's recommendations; gaps are identified.
2. 2ApplicationThe process, roles and records the guidance recommends are implemented, adapted to the organisation's own structure.
3. 3Internal AssessmentThe effectiveness of implementation is measured through internal audit and review.
4. 4Second-Party Assessment (optional)A customer or an independent party can assess the implementation's conformity with the guidance and issue a report. This is not an accredited certificate.

This document is guidance; because no accredited certificate is issued, it also has no validity period. Implementation depends on the organisation's own review schedule.

• Existing policy, procedure and process descriptions
• Relevant records and measurement data
• Definitions of responsibility and authority

There is no fixed list price; the cost is calculated based on the following variables and provided in writing in the quote.

• The scope of the gap analysis
• Whether implementation consultancy is requested
• Whether a second-party assessment is requested

This document is not a requirement but a guide; That's why accredited certification is NOT provided. If anyone submits an accredited document such as "ISO 31000 certificate", this is against the accreditation rules. Implementation of the guidance can be considered as evidence in the audit of the relevant specification standard (e.g. ISO 9001, ISO 45001).

The scope under which this scheme can be offered varies according to your product and activity; it is confirmed in writing at the quote stage.

• ISO 9001Quality Management System
• ISO 10002Customer Satisfaction and Complaint Management
• ISO 10012Measurement Management System
• ISO 13485Medical Device Quality Management
• ISO 15378Pharmaceutical Primary Packaging Quality Management
• ISO 17034Reference Material Producers
• ISO/IEC 17025Testing and Calibration Laboratories
• ISO 21001Educational Organizations Management