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.
ISO 10004 provides guidance in defining and implementing processes to monitor and measure customer satisfaction. Obtain information on new expectation, resolving complaints to the satisfaction of the complainant and the organization.
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
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