DIN Standards Committee Quality Management, Statistics and Certification
DIN ISO 10004
Quality management - Customer satisfaction - Guidelines for monitoring and measuring (ISO 10004:2012); Text in German, English and French
Qualitätsmanagement - Kundenzufriedenheit - Leitfaden zur Überwachung und Messung (ISO 10004:2012); Text Deutsch, Englisch und Französisch
Overview
One of the key elements of organizational success is the customer's satisfaction with the organization and its products. Therefore, it is necessary to monitor and measure customer satisfaction. The information obtained can then help identify opportunities for improvement of the organization's strategies, products, services, processes and characteristics. Such improvements can strengthen customer confidence and result in commercial and other benefits. The standard DIN ISO 10004 provides guidance in defining and implementing processes to monitor and measure customer satisfaction and applies regardless of the type, size or products of an organization. The focus of this standard is on customers external to the organization. The standard has been developed in accordance with and in support of ISO 9001:2008 and ISO 9004:2009 as well as the standards ISO 10001:2007, ISO 10002:2004 and ISO 10003:2007. The International Standard ISO 10004 on which this document is based has been prepared by Technical Committee ISO/TC 176 "Quality management and quality assurance", Subcommittee SC 3 "Supporting technologies" (secretariat: NEN, the Netherlands). DIN ISO 10004 replaces DIN ISO/TS 10004:2011-11 (DIN SPEC 91234). Significant changes in the new version mainly concern clarifications and improvements in comprehensibility. The reference to standards ISO 10001, ISO 10002 and ISO 10003 is now emphasized more clearly in the entire standard. In addition, the principles of customer satisfaction have been supplemented and the main headings have been linguistically adapted to customary management system terminology. The committee responsible for this standard is NA 147-00-01 AA "Qualitätsmanagement" ("Quality Management") of the standards committee NA 147 "Qualitätsmanagement, Statistik und Zertifizierungsgrundlagen (NQSZ)" ("Quality Management, Statistics and Certification (NQSZ)") at DIN.
