ISO 10004:2018 (Customer Complaints Monitoring and Evaluation MS)

Significance of the Standard Adoption

This standard gives guidelines for defining and implementing processes to monitor and measure customer satisfaction. ISO 10004 is intended for use by any organization regardless of its type or size, or the products and services it provides. The focus of this standard is on customers external to the organization. Throughout this standard, the terms “product” and “service” refer to the outputs of an organization that are intended for, or required by, a customer.

Benefits for your Organization

  1. Obtain information on new expectation, resolving complaints to the satisfaction of the complainant and the organization.
  2. Identify trends and therewith eliminate causes of complaints, customer-focused approach to resolving complaints.
  3. Encourage personnel to improve their skills in working with customers, identify customer expectations.