ISO/TS 10004

First edition 2010-04-15. Reference number ISO/TS 10004:2010(E)

This Technical Specification provides guidance in defining and implementing processes to monitor and measure customer satisfaction.

This Technical Specification is intended for use by organizations regardless of type, size or product provided. The focus of this Technical Specification is on customers external to the organization.

This Technical Specification is not intended for certification or contractual purposes, nor is it intended to change any rights or obligations under applicable statutory or regulatory requirements.

Quality management — Customer satisfaction — Guidelines for monitoring and measuring

ISO/TS 10004 was prepared by Technical Committee ISO/TC 176, Quality management and quality assurance, Subcommittee SC 3, Supporting technologies.

One of the key elements of organizational success is the customer's satisfaction with the organization and its products. Therefore, it is necessary to monitor and measure customer satisfaction.

The information obtained from monitoring and measuring customer satisfaction can help identify opportunities for improvement of the organization's strategies, products, processes and characteristics that are valued by customers, and serve the organization's objectives. Such improvements can strengthen customer confidence and result in commercial and other benefits.

ISO/TS 10004 provides guidance to the organization on establishing effective processes for monitoring and measuring customer satisfaction.