ISO 10004 provides guidance in defining and implementing processes to monitor and measure customer satisfaction.
ISO 10004 is intended for use by organizations regardless of type, size or product provided. The focus of ISO 10004 is on customers external to the organization.
Identify customer expectations
Gather customer satisfaction data
Analyze customer satisfaction data
Provide feedback for improvement of customer satisfaction
Monitor customer satisfaction on-going
The purpose and objectives influence what, when, how and from whom the data is gathered. They also influence how the data is analyzed and how the information is ultimately to be used.
Obtain information on new expectation
Resolving complaints to the satisfaction of the complainant and the organization
Identify trends and therewith eliminate causes of complaints
Customer-focused approach to resolving complaints
Encourage personnel to improve their skills in working with customers
Basis for continual review and analysis of the complaints-handling process
KPSG has a unique approach of certification which complies with the requirement for bodies providing audit and certification of management system.
Click here to know about more information of the certification process by KPSG
