ISO 10004 is the international standard that provides guidelines for monitoring and measuring customer satisfaction. Developed by the International Organization for Standardization (ISO), it offers a structured approach to understanding customer experiences and improving service quality through feedback analysis, satisfaction metrics, and continuous improvement processes. The standard helps organizations track how well they are meeting customer expectations, ensuring that customer voices guide strategic decisions.
Why is ISO 10004 Important?
Systematic measurement of customer satisfaction
Improved alignment with customer expectations
Enhanced decision-making based on real-time customer insights
Data-driven improvements in service and performance
Continuous customer-centric innovation
Stronger customer relationships and retention
ISO 10004 supports responsible, inclusive, and customer-focused business practices, contributing to:
SDG 12: Responsible Consumption and Production
Promotes efficient use of resources, sustainable procurement, and reduction of waste and emissions.
SDG 9: Industry, Innovation and Infrastructure
Drives the development of sustainable industrial processes and environmental innovations.
SDG 8: Decent Work and Economic Growth
Boosts service quality, customer retention, and operational efficiency—driving sustainable economic outcomes.
SDG 16: Peace, Justice and Strong Institutions
Promotes transparency and accountability in customer relationships and feedback resolution.
Frequently Asked Questions (FAQs):
Any organization - public or private, service or product-based - that wants to measure and improve customer satisfaction in a consistent, structured way.
No, it is a guidance standard, not intended for formal certification. However, adopting ISO 10004 demonstrates commitment to customer experience excellence.
ISO 10002 focuses on handling complaints and ISO 10004 focuses on monitoring satisfaction level and improving experiences proactively.
Yes. ISO 10004 supports multiple channels of customer feedback collection, including digital, verbal, written, and automated systems.
We help organizations design customer satisfaction frameworks, develop feedback mechanisms, set KPIs, analyze data, and align with ISO 10004 best practices.
Turn Insights into Action. Measure What Matters.