ISO 10004 Cerification 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.
Customer satisfaction is determined by the gap between the customer’s expectations and the customer’s perception of the product as delivered by the organization.
ISO-10004 to achieve customer satisfaction, the organization should first understand the customer’s expectations. 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
These expectations might be explicit or implicit, or not fully articulated. Customer expectations, as understood by the organization, form the primary basis of the product that is subsequently planned and delivered.