ISO 10004 – Complaints Management/ Customer Satisfaction ISO
ISO 10004 concentrates on monitoring and measuring customer satisfaction. It provides guidance on how organizations can establish procedures for collecting, analyzing, and acting on data related to customer satisfaction. By measuring satisfaction levels and obtaining feedback, organizations can identify areas for improvement and implement strategies to enhance customer satisfaction systematically.
Key Principles of ISO 10004: Monitoring and Measuring Customer Satisfaction
⦁ Customer Satisfaction Monitoring: Implementing methods and processes to systematically monitor and measure customer satisfaction levels, preferences, and expectations.
⦁ Data Collection: Gathering accurate and relevant data about customer satisfaction through surveys, feedback mechanisms, and other measurement tools.
⦁ Analysis and Interpretation: Analyzing collected data to derive meaningful insights and trends regarding customer satisfaction levels, identifying areas for improvement.
⦁ Benchmarking: Comparing customer satisfaction data internally (over time) and externally (with industry standards or competitors) to set benchmarks and targets for improvement.
⦁ Feedback Utilization: Using customer feedback to make informed decisions and drive improvements in products, services, and customer experience.
⦁ Continuous Monitoring: Continuously monitoring and evaluating customer satisfaction to ensure the effectiveness of corrective actions and improvements made based on feedback.
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Benefits
- Better Understanding of Customer Needs
- Data-Driven Decision Making
- Continuous Improvement
- Benchmarking and Comparison
- Resource Optimization
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