ISO 10004:2012Withdrawn

Quality management — Customer satisfaction — Guidelines for monitoring and measuring

Management de la qualité — Satisfaction du client — Lignes directrices relatives à la surveillance et au mesurage

This edition has been replaced by ISO 10004:2018.

Abstract / scope

ISO 10004:2012 provides guidance in defining and implementing processes to monitor and measure customer satisfaction.

ISO 10004:2012 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.

Life cycle

Replaces

ISO/TS 10004:2010WithdrawnQuality management — Customer satisfaction — Guidelines for monitoring and measuringTechnical Specification · Published 8 Apr 2010 · ISO/TC 176/SC 3

Replaced by

ISO 10004:2018PublishedQuality management — Customer satisfaction — Guidelines for monitoring and measuringInternational Standard · Published 16 Jul 2018 · ISO/TC 176/SC 3