ISO 10004
This standard provides guidance on achieving and maintaining customer satisfaction; employing guidelines of this standard enables organizations for systemic implementation of customer satisfaction standards. All organizations can benefit from this standard; standard certification firms of Iran provide services required for acquiring ISO 10004 certificate. Requirements of this standard revolve around Customer Satisfaction Index or CSI which is a combination of various parameters used for measuring the satisfaction level of customers.
Originally, this standard was introduced in 2012 as ISO/TS 10004:2010; this standard carried “TS” in its name which stands for “Technical Specification”. Usually, “TS” is used in specialized standards such as vehicle, oil, gas or petrochemical industries standards; subsequently, the term “TS” was removed from the name of the standard in 2012.
The followings are some of the topics covered in this standard:
- Customers Classification Method;
- Different Classes of Customers Under This Standard;
- (Direct and Indirect) Methods for Polling Customers’ Opinion;
- Description of Opinion Polling Methods;
- Many other topics as mentioned in ISO 10004 virtual program;
This document is compatible with ISO 10001, ISO 10002 and ISO 10003. These four documents can be used either independently or in conjunction with each other. Remember, ISO 10001 and this document can be used together. Guidelines given in this document can support the establishment and implementation of codes of conduct.
ISO 10002 and this document can be used together. Guidelines given in this document can support the establishment and implementation of a complaints-handling process.
ISO 10003 contains guidance on the resolution of disputes regarding product and service-related complaints that could not be satisfactorily resolved internally. ISO 10003 can help to minimize customer dissatisfaction stemming from unresolved complaints.
Additionally, guidelines given in this document can support the establishment and implementation of a dispute-resolution process.
