What is ISO 10004:2018- Certification? (Customer satisfaction - Guidelines for monitoring and measuring)

ISO 10004 Certification provides guidance in defining and implementing processes to monitor and measure customer satisfaction. Obtain information on new expectation, resolving complaints to the satisfaction of the complainant and 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. Among the many benefits of implementing this standard we can list the resolution of complaints, customer satisfaction, customer oriented, personnel encouragement in improving relations with customers.


Why ISO 10004 certification is important?


The customer is the one and only individual that can tell you how well you are doing. Not by growth charts and sales figures. Customer loyalty is a major contributor to sustainable profit growth. This is true in part because the traditional sources of competitive advantage are vanishing. In the modern era building customer satisfaction and loyalty is a key we say to profitable business.


To achieve customer satisfaction, the organization should first understand the customer’s expectations. Identify trends and therewith eliminate causes of complaints, encourage personnel to improve their skills in working with customers, basis for continual review and analysis of the complaints-handling process. These expectations might be explicit or implicit, or not fully articulated. Customer expectations, as understood by the organization, form the primary basis of the product that is subsequently planned and delivered.


What are the benefits of ISO 10004 certification?

·      Resolving complaints to the satisfaction of the complaints and the organization

·      Customer-focused approach to resolving complaints

·      Identify trends and therewith eliminate causes of complaints

·      Obtain information on new expectation

·      Encourage personnel to improve their skills in working with customers

·      Basis for continual review and analysis


Who can acquire ISO 10004 certification?

ISO 10004 Certification is suitable for organization of any size and sectors, including small business.

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