ISO 10004:2018

Quality management — Customer satisfaction — Guidelines for monitoring and measuring

This document gives guidelines for defining and implementing processes to monitor and measure customer satisfaction. This document is intended for use by any organization regardless of its type or size, or the products and services it provides. The focus of this document is on customers external to the organization. NOTE Throughout this document, the terms "product" and "service" refer to the outputs of an organization that are intended for, or required by, a customer.

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

Le présent document fournit des lignes directrices relatives à la définition et à la mise en œuvre de processus de surveillance et de mesure de la satisfaction du client. Le présent document est destiné à être utilisé par tout organisme, quels que soient son type, sa taille ou les produits et services qu'il fournit. Le présent document porte sur les clients externes à l'organisme. NOTE Tout au long du présent document, les termes «produit» et «service» se rapportent aux éléments de sortie d'un organisme qui sont destinés à un client ou demandés par celui-ci.

Vodenje kakovosti - Zadovoljstvo odjemalcev - Smernice za nadzorovanje in merjenje

Ta dokument podaja smernice za določanje in uveljavljanje postopkov za nadzorovanje in merjenje
zadovoljstva odjemalcev.
Ta dokument je namenjen za uporabo v kateri koli organizaciji, ne glede na vrsto ali velikost ter izdelke in storitve, ki jih ponuja. Ta dokument se osredotoča na odjemalce zunaj organizacije.
OPOMBA V tem dokumentu se izraza »izdelek« in »storitev« nanašata na proizvode organizacije, ki so namenjeni odjemalcu ali jih ta potrebuje.

General Information

• Status: Published
• Publication Date: 15-Jul-2018
• ICS: 03.120.10 - Quality management and quality assurance
• Technical Committee: ISO/TC 176/SC 3 - Supporting technologies
• Drafting Committee: ISO/TC 176/SC 3 - Supporting technologies
• Current Stage: 9093 - International Standard confirmed
• Completion Date: 11-Dec-2023
• Ref Project: SIST ISO 10004:2018 - Quality management - Customer satisfaction - Guidelines for monitoring and measuring

Relations

• Revises: ISO 10004:2012 - Quality management — Customer satisfaction — Guidelines for monitoring and measuring
• Effective Date: 18-Jun-2016

Standards Content (Sample)

SLOVENSKI STANDARD
SIST ISO 10004:2018
01-oktober-2018
1DGRPHãþD
SIST ISO 10004:2012
Vodenje kakovosti - Zadovoljstvo odjemalcev - Smernice za nadzorovanje in
merjenje
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
Ta slovenski standard je istoveten z: ISO 10004:2018
ICS:
03.100.70 Sistemi vodenja Management systems
03.120.10 Vodenje in zagotavljanje Quality management and
kakovosti quality assurance
SIST ISO 10004:2018 en,fr
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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SIST ISO 10004:2018

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SIST ISO 10004:2018
INTERNATIONAL ISO
STANDARD 10004
Second edition
2018-07
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
Reference number
ISO 10004:2018(E)
©
ISO 2018

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SIST ISO 10004:2018
ISO 10004:2018(E)

COPYRIGHT PROTECTED DOCUMENT
© ISO 2018
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting
on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address
below or ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: [phone]
Fax: [phone]
Email: [e-mail]
Website: www.iso.org
Published in Switzerland
ii © ISO 2018 – All rights reserved

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SIST ISO 10004:2018
ISO 10004:2018(E)

Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Concepts and guiding principles . 3
4.1 General . 3
4.2 Concept of customer satisfaction . 3
4.3 Guiding principles . 3
4.3.1 Commitment . 3
4.3.2 Capacity . 3
4.3.3 Transparency . 3
4.3.4 Accessibility . 3
4.3.5 Responsiveness . 3
4.3.6 Information integrity .
...

INTERNATIONAL ISO
STANDARD 10004
Second edition
2018-07
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
Reference number
ISO 10004:2018(E)
©
ISO 2018

---------------------- Page: 1 ----------------------
ISO 10004:2018(E)

COPYRIGHT PROTECTED DOCUMENT
© ISO 2018
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting
on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address
below or ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: [phone]
Fax: [phone]
Email: [e-mail]
Website: www.iso.org
Published in Switzerland
ii © ISO 2018 – All rights reserved

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ISO 10004:2018(E)

Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Concepts and guiding principles . 3
4.1 General . 3
4.2 Concept of customer satisfaction . 3
4.3 Guiding principles . 3
4.3.1 Commitment . 3
4.3.2 Capacity . 3
4.3.3 Transparency . 3
4.3.4 Accessibility . 3
4.3.5 Responsiveness . 3
4.3.6 Information integrity . 4
4.3.7 Accountability . 4
4.3.8 Improvement. 4
4.3.9 Confidentiality . 4
4.3.10 Customer-focused approach . 4
4.3.11 Competence .
...

NORME ISO
INTERNATIONALE 10004
Deuxième édition
2018-07
Management de la qualité —
Satisfaction du client — Lignes
directrices relatives à la surveillance
et au mesurage
Quality management — Customer satisfaction — Guidelines for
monitoring and measuring
Numéro de référence
ISO 10004:2018(F)
©
ISO 2018

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ISO 10004:2018(F)

DOCUMENT PROTÉGÉ PAR COPYRIGHT
© ISO 2018
Tous droits réservés. Sauf prescription différente ou nécessité dans le contexte de sa mise en œuvre, aucune partie de cette
publication ne peut être reproduite ni utilisée sous quelque forme que ce soit et par aucun procédé, électronique ou mécanique,
y compris la photocopie, ou la diffusion sur l’internet ou sur un intranet, sans autorisation écrite préalable. Une autorisation peut
être demandée à l’ISO à l’adresse ci-après ou au comité membre de l’ISO dans le pays du demandeur.
ISO copyright office
Case postale 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Genève
Tél.: [phone]
Fax: [phone]
E-mail: [e-mail]
Web: www.iso.org
Publié en Suisse
ii © ISO 2018 – Tous droits réservés

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ISO 10004:2018(F)

Sommaire Page
Avant-propos .v
Introduction .vi
1 Domaine d'application . 1
2 Références normatives . 1
3 Termes et définitions . 1
4 Concepts et principes directeurs . 3
4.1 Généralités . 3
4.2 Concept de satisfaction du client . 3
4.3 Principes directeurs . 3
4.3.1 Engagement . . 3
4.3.2 Capacité. 3
4.3.3 Transparence . 4
4.3.4 Accessibilité. 4
4.3.5 Réactivité . 4
4.3.6 Intégrité des informations . 4
4.3.7 Responsabilité . 4
4.3.8 Amélioration . 4
4.3.9 Confidentialité . 4
4.3.10 Approche orientée client . 4
...

NORMA ISO
INTERNACIONAL 10004
Segunda edición
Traducción oficial
2018-07
Official translation
Traduction officielle
Gestión de la calidad — Satisfacción
del cliente — Directrices para el
seguimiento y la medición
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
Publicado por la Secretaría Central de ISO en Ginebra, Suiza, como
traducción oficial en español avalada por el Grupo de Trabajo Spanish
Translation Task Force (STTF), que ha certificado la conformidad en
relación con las versiones inglesa y francesa.
Número de referencia
ISO 10004:2018 (traducción oficial)
©
ISO 2018

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ISO 10004:2018 (traducción oficial)

DOCUMENTO PROTEGIDO POR COPYRIGHT
© ISO 2018
Reservados los derechos de reproducción. Salvo prescripción diferente, o requerido en el contexto de su implementación, no podrá
reproducirse ni utilizarse ninguna parte de esta publicación bajo ninguna forma y por ningún medio, electrónico o mecánico,
incluidos el fotocopiado, o la publicación en Internet o una Intranet, sin la autorización previa por escrito. La autorización puede
solicitarse a ISO en la siguiente dirección o al organismo miembro de ISO en el país solicitante.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Ginebra, Suiza
Phone: [phone]
Fax: [phone]
Email: [e-mail]
Website: www.iso.org
Publicada en Suiza
Versión española publicada en 2019
Traducción oficial/Official translation/Traduction officielle
ii © ISO 2018 – Todos los derechos reservados

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ISO 10004:2018 (traducción oficial)

Índice Página
Prólogo .v
Introducción .vii
1 Objeto y campo de aplicación. 1
2 Referencias normativas . 1
3 Términos y definiciones . 1
4 Conceptos y principios guía . 3
4.1 Generalidades . 3
4.2 Concepto de satisfacción al cliente . 3
4.3 Principios guía . 3
4.3.1 Compromiso. 3
4.3.2 Capacidad . 3
4.3.3 Transparencia . 3
4.3.4 Accesibilidad . 3
4.3.5 Receptividad . 3
4.3.6 Integridad de la información . 4
4.3.7 Rendición de cuentas . 4
4.3
...

SLOVENSKI STANDARD
oSIST ISO/DIS 10004:2017
01-september-2017
Vodenje kakovosti - Zadovoljstvo odjemalcev - Smernice za nadzorovanje in
merjenje
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
Ta slovenski standard je istoveten z: ISO/DIS 10004
ICS:
03.100.70 Sistemi vodenja Management systems
03.120.10 Vodenje in zagotavljanje Quality management and
kakovosti quality assurance
oSIST ISO/DIS 10004:2017 en,fr,de
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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oSIST ISO/DIS 10004:2017

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oSIST ISO/DIS 10004:2017
DRAFT INTERNATIONAL STANDARD
ISO/DIS 10004
ISO/TC 176/SC 3 Secretariat: NEN
Voting begins on: Voting terminates on:
2017-06-02 2017-08-24
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
ICS: 03.120.10
THIS DOCUMENT IS A DRAFT CIRCULATED
FOR COMMENT AND APPROVAL. IT IS
THEREFORE SUBJECT TO CHANGE AND MAY
NOT BE REFERRED TO AS AN INTERNATIONAL
STANDARD UNTIL PUBLISHED AS SUCH.
IN ADDITION TO THEIR EVALUATION AS
BEING ACCEPTABLE FOR INDUSTRIAL,
This document is circulated as received from the committee secretariat.
TECHNOLOGICAL, COMMERCIAL AND
USER PURPOSES, DRAFT INTERNATIONAL
STANDARDS MAY ON OCCASION HAVE TO
BE CONSIDERED IN THE LIGHT OF THEIR
POTENTIAL TO BECOME STANDARDS TO
WHICH REFERENCE MAY BE MADE IN
Reference number
NATIONAL REGULATIONS.
ISO/DIS 10004:2017(E)
RECIPIENTS OF THIS DRAFT ARE INVITED
TO SUBMIT, WITH THEIR COMMENTS,
NOTIFICATION OF ANY RELEVANT PATENT
RIGHTS OF WHICH THEY ARE AWARE AND TO
©
PROVIDE SUPPORTING DOCUMENTATION. ISO 2017

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oSIST ISO/DIS 10004:2017
ISO/DIS 10004:2017(E)

COPYRIGHT PROTECTED DOCUMENT
© ISO 2017, Published in Switzerland
All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form
or by any means, electronic or mechanical, including photocopying, or posting on the internet or an intranet, without prior
written permission. Permission can be requested from either ISO at the address below or ISO’s member body in the country of
the requester.
ISO copyright office
Ch. de Blandonnet 8 • CP 401
CH-1214 Vernier, Geneva, Switzerland
Tel. [phone]
Fax [phone]
[e-mail]
www.iso.org
ii © ISO 2017 – All rights reserved

---------------------- Page: 4 ----------------------
oSIST ISO/DIS 10004:2017
ISO/DIS 10004:2017(E)

Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Concepts and guiding principles . 2
4.1 General . 2
4.2 Concept of customer satisfaction . 3
4.3 Guiding principles . 3
4.3.1 Commitment . 3
4.3.2 Capacity .
...