ISO 10004:2018 Quality management — 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 expectations, 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.
ISO-10004 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.
ISO 10004 Certification - Benefits
- Obtain information on new expectation
- Resolving complaints to the satisfaction of the complainant and the organization
- Identify trends and therewith eliminate causes of complaints
- Customer-focused approach to resolving complaints
- Encourage personnel to improve their skills in working with customers
- Basis for continual review and analysis of the complaints-handling process
Certification process
- Complete a profiling form to customize a quote for your organization detailing the cost, planning and time required.
- Conduct a pre-audit to determine if your organization already fulfills the requirements for the standard and identify areas for improvement.
- Stage 1 site visit by our auditors to verify the profile submitted during your application and determine your readiness for Stage 2.
- Stage 2 on-site audit by MOODY auditors. -> Propose and implement corrective actions, if any.
- Receive your audit report and certificate from the committee.
Why choose MOODY?
MOODY is a global leader in management systems solutions, having issued various management systems certifications to date. Our dedicated and experienced auditors across the globe can speak your language and help you explore the possibility of ISO 10004:2018 Quality management — Customer satisfaction Guidelines for monitoring and measuring certification initiative with other management systems. We can also act as a one-stop provider for all your quality certification needs by offering bundled product testing and certification services. With the MOODY certification mark, you demonstrate your commitment to delivering quality products and services.