FD X50-167

FD X50-167

May 2013
Published document Current

Quality management - Customer satisfaction - Guidelines for monitoring and measuring

ISO 10004:2012 provides guidance in defining and implementing processes to monitor and measure customer satisfaction.ISO 10004:2012 is intended for use by organizations regardless of type, size or product provided. The focus of ISO 10004:2012 is on customers external to the organization.

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Main informations

Collections

National standards and national normative documents

Thematics

Management et performance

Publication date

May 2013

Number of pages

41 p.

Reference

FD X50-167

ICS Codes

03.120.10   Quality management and quality assurance

Classification index

X50-167

Print number

1 - 07/06/2013

International kinship

ISO 10004:2012
Sumary
Quality management - Customer satisfaction - Guidelines for monitoring and measuring

ISO 10004:2012 provides guidance in defining and implementing processes to monitor and measure customer satisfaction.

ISO 10004:2012 is intended for use by organizations regardless of type, size or product provided. The focus of ISO 10004:2012 is on customers external to the organization.

Replaced standards (1)
FD ISO/TS 10004
June 2010
Published document Cancelled
Quality Management - Customer Satisfaction - Guidelines for monitoring and measuring

ISO/TS 10004:2010 provides guidance in defining and implementing processes to monitor and measure customer satisfaction. ISO/TS 10004:2010 is intended for use by organizations regardless of type, size or product provided. The focus of ISO/TS 10004:2010 is on customers external to the organization. ISO/TS 10004:2010 is not intended for certification or contractual purposes, nor is it intended to change any rights or obligations under applicable statutory or regulatory requirements.

Table of contents
  • Avant-propos
    iv
  • Introduction
    v
  • 1 Domaine d'application
    1
  • 2 Références normatives
    1
  • 3 Termes et définitions
    1
  • 4 Concept et principes directeurs
    2
  • 4.1 Généralités
    2
  • 4.2 Concept de satisfaction du client
    2
  • 4.3 Principes directeurs
    2
  • 5 Cadre pour la surveillance et le mesurage de la satisfaction du client
    3
  • 6 Planification
    4
  • 6.1 Définition de la finalité et des objectifs
    4
  • 6.2 Détermination du domaine d'application et de la fréquence
    4
  • 6.3 Détermination des méthodes de mise en oeuvre et des responsabilités
    4
  • 6.4 Affectation des ressources
    5
  • 7 Fonctionnement
    5
  • 7.1 Généralités
    5
  • 7.2 Identification des attentes du client
    5
  • 7.3 Recueil des données de satisfaction du client
    6
  • 7.4 Analyse des données de satisfaction du client
    9
  • 7.5 Communication des informations relatives à la satisfaction du client
    10
  • 7.6 Surveillance de la satisfaction du client
    11
  • 8 Actualisation et amélioration
    12
  • Annexe A (normative) Modèle conceptuel de satisfaction du client
    14
  • Annexe B (normative) Identification des attentes du client
    16
  • Annexe C (normative) Mesurage direct de la satisfaction du client
    19
  • Annexe D (normative) Analyse des données de satisfaction du client
    24
  • Annexe E (normative) Utilisation des informations relatives à la satisfaction du client
    29
  • Annexe F (informative) Relations entre la présente Norme internationale, l'ISO 10001, l'ISO 10002 et l'ISO 10003
    31
  • Bibliographie
    33
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