ISO 10004:2014 Customer Satisfaction Guidelines

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ISO 10004:2014 Customer Satisfaction Guidelines

Quality Management - Customer Satisfaction

ISO 10004 Certification 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.

The Benefits of 10004

Obtain information on new expectation
Resolving complaints to the satisfaction of the complainant and the organization
Identify trends and therewith eliminate causes of complaints
Customer-focused approach to resolving complaints
Encourage personnel to improve their skills in working with customers
Basis for continual review and analysis of the complaints-handling process

Frequently asked question

Enhanced Trust and Credibility

Achieving certification or accreditation for GDPR compliance demonstrates to customers, partners, and stakeholders that the organization takes data protection seriously. It enhances trust and credibility by providing assurance that the organization complies with GDPR requirements and protects individuals’ personal data.

Competitive Advantage

In a business environment where data privacy is increasingly valued, GDPR certification can differentiate an organization from its competitors. It can serve as a competitive advantage, especially when dealing with customers or partners who prioritize data protection and compliance.

Legal Compliance and Risk Mitigation

GDPR certification indicates that the organization has implemented appropriate measures to comply with the stringent data protection requirements mandated by GDPR. It helps mitigate legal risks associated with data breaches, non-compliance, and regulatory fines by demonstrating a proactive approach to data protection.

Improved Data Governance

The process of preparing for GDPR certification requires organizations to review and enhance their data governance practices. This includes documenting data processing activities, implementing privacy policies and procedures, conducting risk assessments, and establishing mechanisms for data subject rights management. These improvements contribute to better data governance and management practices within the organization.