FD ISO 10004

November 2018

Published document Current

Quality management - Customer satisfaction - Guidelines for monitoring and measuring

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

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Main informations

Collections

National standards and national normative documents

Thematics

Management et performance

Publication date

November 2018

Number of pages

47 p.

Reference

FD ISO 10004

ICS Codes

03.120.10 Quality management and quality assurance

Classification index

X50-167

Print number

International kinship

ISO 10004:2018

Sumary

Quality management - Customer satisfaction - Guidelines for monitoring and measuring

This document gives guidelines for defining and implementing processes to monitor and measure customer satisfaction.

This document is intended for use by any organization regardless of its type or size, or the products and services it provides. The focus of this document is on customers external to the organization.

NOTE Throughout this document, the terms "product" and "service" refer to the outputs of an organization that are intended for, or required by, a customer.

Table of contents

1 Domaine d'application
2 Références normatives
3 Termes et définitions
4 Concepts et principes directeurs
5 Cadre pour la surveillance et la mesure de la satisfaction du client
6 Planification, conception et développement
7 Fonctionnement
8 Mise à jour et amélioration
Annexe A Relations entre l'ISO 10001, l'ISO 10002, l'ISO 10003 et le présent document
Annexe B Modèle conceptuel de satisfaction du client
Annexe C Identification des attentes du client
Annexe D Mesure directe de la satisfaction du client
Annexe E Analyse des données de satisfaction du client
Annexe F Utilisation des informations relatives à la satisfaction du client
Bibliographie

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