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 10004:2012 is on customers external to the organization.
Customer satisfaction is determined by the gap between the customer’s expectations and the customer’s perception of the product as delivered by the organization.
This international guideline provides supplementary information regarding to some clauses of ISO 9001 such as clause no. 5.2, 7.2.3 and 8.2.1. Use it in combination with ISO 9001 can enhance organization to achievement customer needs and expectations.