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  • ISO 10004:2012

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    Withdrawn A Withdrawn Standard is one, which is removed from sale, and its unique number can no longer be used. The Standard can be withdrawn and not replaced, or it can be withdrawn and replaced by a Standard with a different number.
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    Quality management Customer satisfaction Guidelines for monitoring and measuring

    Available format(s):  Hardcopy, PDF, PDF 3 Users, PDF 5 Users, PDF 9 Users

    Withdrawn date:  12-12-2018

    Language(s):  Spanish, Castilian, English, French, Russian

    Published date:  14-09-2012

    Publisher:  International Organization for Standardization

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    Abstract - (Show below) - (Hide below)

    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.

    General Product Information - (Show below) - (Hide below)

    Development Note Supersedes ISO TS 10004. (09/2012) DRAFT ISO/DIS 10004 is also available for this standard. (06/2017)
    Document Type Standard
    Publisher International Organization for Standardization
    Status Withdrawn
    Superseded By
    Supersedes

    Standards Referenced By This Book - (Show below) - (Hide below)

    SAE AS 9120 : 2016 QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS FOR AVIATION, SPACE AND DEFENSE DISTRIBUTORS
    EN ISO 15378:2017 Primary packaging materials for medicinal products - Particular requirements for the application of ISO 9001:2015, with reference to good manufacturing practice (GMP) (ISO 15378:2017)
    UNE-ISO/IEC TS 17021-3:2014 Conformity assessment -- Requirements for bodies providing audit and certification of management systems -- Part 3: Competence requirements for auditing and certification of quality management systems
    15/30270498 DC : 0 BS ISO 16355-1 - APPLICATION OF STATISTICAL AND RELATED METHODS TO NEW TECHNOLOGY AND PRODUCT DEVELOPMENT PROCESS - PART 1: GENERAL PRINCIPLE AND PERSPECTIVE OF QFD METHOD
    BS ISO/IEC/IEEE 15288:2015 Systems and software engineering. System life cycle processes
    PD ISO/IEC TR 90006:2013 Information technology. Guidelines for the application of ISO 9001:2008 to IT service management and its integration with ISO/IEC 20000-1:2011
    UNE-EN ISO 18295-1:2018 Customer contact centres - Part 1: Requirements for customer contact centres (ISO 18295-1:2017)
    CSA ISO 9001 : 2016 QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS
    ISO/IEC/IEEE 15288:2015 Systems and software engineering — System life cycle processes
    UNE-EN ISO 18295-2:2018 Customer contact centres - Part 2: Requirements for clients using the services of customer contact centres (ISO 18295-2:2017)
    I.S. EN ISO 18295-1:2017 CUSTOMER CONTACT CENTRES - PART 1: REQUIREMENTS FOR CUSTOMER CONTACT CENTRES (ISO 18295-1:2017)
    PD ISO/TS 9002:2016 Quality management systems. Guidelines for the application of ISO 9001:2015
    NSAI/ISO Guide to ISO 9001:2015 ISO 9001:2015 FOR SMALL ENTERPRISES - WHAT TO DO? - ADVICE FROM ISO/TC 176
    UNE-EN 15224:2017 Quality management systems - EN ISO 9001:2015 for healthcare
    I.S. EN ISO 9001:2015 QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS (ISO 9001:2015)
    UNE-EN ISO 9000:2015 Quality management systems - Fundamentals and vocabulary (ISO 9000:2015)
    CEN/CLC ISO/IEC/TS 17021-3:2016 Conformity assessment - Requirements for bodies providing audit and certification of management systems - Part 3: Competence requirements for auditing and certification of quality management systems (ISO/IEC/TS 17021-3:2013)
    EN 15224:2016 Quality management systems - EN ISO 9001:2015 for healthcare
    DIN EN 15224:2017-05 QUALITY MANAGEMENT SYSTEMS - EN ISO 9001:2015 FOR HEALTHCARE
    UNE 179008:2016 Quality management system for liver transplantation units
    17/30359420 DC : 0 BS ISO 10001 - QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR CODES OF CONDUCT FOR ORGANIZATIONS
    BS EN ISO 18295-2:2017 Customer contact centres Requirements for clients using the services of customer contact centres
    16/30300699 DC : 0 BS EN ISO 18295-2 - CUSTOMER CONTACT CENTRES - PART 2: REQUIREMENTS FOR USING THE SERVICES OF CUSTOMER CONTACT CENTRES
    ISO 15378:2017 Primary packaging materials for medicinal products — Particular requirements for the application of ISO 9001:2015, with reference to good manufacturing practice (GMP)
    ISO 9004:2018 Quality management — Quality of an organization — Guidance to achieve sustained success
    UNI ISO 18091 : 2014 QUALITY MANAGEMENT SYSTEMS - GUIDELINES FOR THE APPLICATION OF ISO 9001:2008 IN LOCAL GOVERNMENT
    UNI CEI ISO/IEC TS 17021-3 : 2013 CONFORMITY ASSESSMENT - REQUIREMENTS FOR BODIES PROVIDING AUDIT AND CERTIFICATION OF MANAGEMENT SYSTEMS - PART 3: COMPETENCE REQUIREMENTS FOR AUDITING AND CERTIFICATION OF QUALITY MANAGEMENT SYSTEM
    BS ISO 10002:2014 Quality management. Customer satisfaction. Guidelines for complaints handling in organizations
    I.S. 373:2013 UNIVERSAL DESIGN FOR CUSTOMER ENGAGEMENT IN TOURISM SERVICES
    EN ISO 9001:2015 Quality management systems - Requirements (ISO 9001:2015)
    EN ISO 9000:2015 Quality management systems - Fundamentals and vocabulary (ISO 9000:2015)
    ISO 10002:2014 Quality management Customer satisfaction Guidelines for complaints handling in organizations
    ISO 18295-2:2017 Customer contact centres — Part 2: Requirements for clients using the services of customer contact centres
    ISO 9000:2015 Quality management systems — Fundamentals and vocabulary
    15/30329378 DC : 0 BS EN 9110 - AEROSPACE SERIES - QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS FOR AVIATION MAINTENANCE ORGANIZATIONS
    BS EN ISO 9004:2018 Quality management. Quality of an organization. Guidance to achieve sustained success
    18/30365477 DC : 0 BS ISO 16355-3 - APPLICATIONS OF STATISTICAL AND RELATED METHODS TO NEW TECHNOLOGY AND PRODUCT DEVELOPMENT PROCESS - PART 3: QUANTITATIVE APPROACHES FOR THE ACQUISITION OF VOICE OF CUSTOMER AND VOICE OF STAKEHOLDER
    I.S. EN ISO 18295-2:2017 CUSTOMER CONTACT CENTRES - PART 2: REQUIREMENTS FOR CLIENTS USING THE SERVICES OF CUSTOMER CONTACT CENTRES (ISO 18295-2:2017)
    BS EN ISO 18295-1:2017 Customer contact centres Requirements for customer contact centres
    BS ISO 16355-1:2015 Application of statistical and related methods to new technology and product development process General principles and perspectives of Quality Function Deployment (QFD)
    17/30359426 DC : 0 BS ISO 10003 - QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR DISPUTE RESOLUTION EXTERNAL TO ORGANIZATIONS
    DIN EN ISO 18295-2:2016-07 (Draft) CUSTOMER CONTACT CENTRES - PART 2: REQUIREMENTS FOR CLIENTS USING THE SERVICES OF CUSTOMER CONTACT CENTRES (ISO 18295-2:2017)
    ISO/IEC TR 29110-5-3:2018 Systems and software engineering — Lifecycle profiles for Very Small Entities (VSEs) — Part 5-3: Service delivery guidelines
    UNI ISO 10018 : 2013 QUALITY MANAGEMENT - GUIDELINES ON PEOPLE INVOLVEMENT AND COMPETENCE
    I.S. EN 15224:2016 QUALITY MANAGEMENT SYSTEMS - EN ISO 9001:2015 FOR HEALTHCARE
    ISO/IEC TR 90006:2013 Information technology Guidelines for the application of ISO 9001:2008 to IT service management and its integration with ISO/IEC 20000-1:2011
    ISO 18091:2014 Quality management systems Guidelines for the application of ISO 9001:2008 in local government
    UNE-EN ISO 9001:2015 Quality management systems - Requirements (ISO 9001:2015)
    I.S. EN ISO 9000:2015 QUALITY MANAGEMENT SYSTEMS - FUNDAMENTALS AND VOCABULARY (ISO 9000:2015)
    UNE-ISO 10002:2015 Quality management -- Customer satisfaction -- Guidelines for complaints handling in organizations
    DIN EN ISO 18295-1 E : 2017 CUSTOMER CONTACT CENTRES - PART 1: REQUIREMENTS FOR CUSTOMER CONTACT CENTRES (ISO 18295-1:2017)
    CAN/CSA-ISO/IEC/IEEE 15288:16 Systems and software engineering - System life cycle processes (Adopted ISO/IEC/IEEE 15288:2015, first edition, 2015-05-15)
    15/30329382 DC : 0 BS EN 9120 - QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS FOR AVIATION, SPACE AND DEFENSE DISTRIBUTORS
    BS ISO 10008:2013 Quality management. Customer satisfaction. Guidelines for business-to-consumer electronic commerce transactions
    UNE-ISO/TS 9002:2017 Quality management systems -- Guidelines for the application of ISO 9001:2015
    14/30273523 DC : 0 BS EN ISO 9001 - QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS
    BS EN ISO 15378:2017 Primary packaging materials for medicinal products. Particular requirements for the application of ISO 9001:2015, with reference to good manufacturing practice (GMP)
    DIN EN ISO 18295-2 E : 2017 CUSTOMER CONTACT CENTRES - PART 2: REQUIREMENTS FOR CLIENTS USING THE SERVICES OF CUSTOMER CONTACT CENTRES (ISO 18295-2:2017)
    17/30329617 DC : 0 BS ISO/IEC 29110-4-3 - SYSTEMS AND SOFTWARE ENGINEERING - LIFECYCLE PROFILES FOR VERY SMALL ENTITIES (VSES) - PART 4-3: SERVICE DELIVERY - PROFILE SPECIFICATION
    CSA ISO 9000 : 2016 QUALITY MANAGEMENT SYSTEMS - FUNDAMENTALS AND VOCABULARY
    PREN 9100 : 200P4 QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS FOR AVIATION, SPACE AND DEFENCE ORGANIZATIONS
    16/30334735 DC : 0 BS EN 15224 - HEALTH CARE SERVICES - QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS BASED ON EN ISO 9001:2015
    BIS IS/ISO 9000 : 2015 QUALITY MANAGEMENT SYSTEMS - FUNDAMENTALS AND VOCABULARY
    PREN 15224 : DRAFT 2016 HEALTH CARE SERVICES - QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS BASED ON EN ISO 9001:2015
    EN ISO 9004:2018 Quality management - Quality of an organization - Guidance to achieve sustained success (ISO 9004:2018)
    I.S. EN ISO 15378:2017 PRIMARY PACKAGING MATERIALS FOR MEDICINAL PRODUCTS - PARTICULAR REQUIREMENTS FOR THE APPLICATION OF ISO 9001:2015, WITH REFERENCE TO GOOD MANUFACTURING PRACTICE (GMP) (ISO 15378:2017)
    DIN EN ISO 9000:2015-11 QUALITY MANAGEMENT SYSTEMS - FUNDAMENTALS AND VOCABULARY (ISO 9000:2015)
    ISO/IEC TS 17021-3:2013 Conformity assessment Requirements for bodies providing audit and certification of management systems Part 3: Competence requirements for auditing and certification of quality management systems
    UNE-ISO 18091:2015 Quality management systems -- Guidelines for the application of ISO 9001:2008 in local government
    ISO 9001:2015 Quality management systems — Requirements
    ISO 18295-1:2017 Customer contact centres — Part 1: Requirements for customer contact centres
    EN ISO 18295-2:2017 Customer contact centres - Part 2: Requirements for clients using the services of customer contact centres (ISO 18295-2:2017)
    EN ISO 18295-1:2017 Customer contact centres - Part 1: Requirements for customer contact centres (ISO 18295-1:2017)
    CSA ISO 10008 : 2015 QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR BUSINESS-TO-CONSUMER ELECTRONIC COMMERCE TRANSACTIONS
    BS EN 15224:2016 Quality management systems. EN ISO 9001:2015 for healthcare
    16/30300696 DC : 0 BS EN ISO 18295-1 - CUSTOMER CONTACT CENTRES - PART 1: REQUIREMENTS FOR CUSTOMER CONTACT CENTRES
    18/30358588 DC : 0 BS EN ISO 29001 - PETROLEUM, PETROCHEMICAL AND NATURAL GAS INDUSTRIES - SECTOR-SPECIFIC QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS FOR PRODUCT AND SERVICE SUPPLY ORGANIZATIONS
    ISO 10008:2013 Quality management — Customer satisfaction — Guidelines for business-to-consumer electronic commerce transactions
    15/30328933 DC : 0 BS EN 9100 - QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS FOR AVIATION, SPACE AND DEFENSE ORGANIZATIONS
    PD CEN/CLC ISO/IEC TS 17021-3:2016 Conformity assessment. Requirements for bodies providing audit and certification of management systems Competence requirements for auditing and certification of quality management systems
    16/30343033 DC : 0 BS ISO/IEC 17021-3 - CONFORMITY ASSESSMENT - REQUIREMENTS FOR BODIES PROVIDING AUDIT AND CERTIFICATION OF MANAGEMENT SYSTEMS - PART 3: COMPETENCE REQUIREMENTS FOR AUDITING AND CERTIFICATION OF QUALITY MANAGEMENT SYSTEMS
    DIN EN 15224:2016-04 (Draft) QUALITY MANAGEMENT SYSTEMS - EN ISO 9001:2015 FOR HEALTHCARE
    DIN EN ISO 18295-1:2016-07 (Draft) CUSTOMER CONTACT CENTRES - PART 1: REQUIREMENTS FOR CUSTOMER CONTACT CENTRES (ISO 18295-1:2017)
    UNE-CEN/CLC ISO/IEC/TS 17021-3:2016 Conformity assessment - Requirements for bodies providing audit and certification of management systems - Part 3: Competence requirements for auditing and certification of quality management systems (ISO/IEC/TS 17021-3:2013)
    BS PD ISO/IEC TS 17021-3 : 2013 CONFORMITY ASSESSMENT - REQUIREMENTS FOR BODIES PROVIDING AUDIT AND CERTIFICATION OF MANAGEMENT SYSTEMS - PART 3: COMPETENCE REQUIREMENTS FOR AUDITING AND CERTIFICATION OF QUALITY MANAGEMENT SYSTEMS
    ISO/IEC/IEEE 12207:2017 Systems and software engineering — Software life cycle processes
    SAE AS 9100D : 2016 QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS FOR AVIATION, SPACE AND DEFENSE ORGANIZATIONS
    SAE AS 9110 : 2016 QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS FOR AVIATION MAINTENANCE ORGANIZATIONS
    UNE 179002:2018 Health services. Quality management system for health care transport organization.
    I.S. EN ISO 9004:2009 QUALITY MANAGEMENT - QUALITY OF AN ORGANIZATION - GUIDANCE TO ACHIEVE SUSTAINED SUCCESS (ISO 9004:2018)
    S.R. CEN/CLC/ISO/IEC/TS 17021-3:2016 CONFORMITY ASSESSMENT - REQUIREMENTS FOR BODIES PROVIDING AUDIT AND CERTIFICATION OF MANAGEMENT SYSTEMS - PART 3: COMPETENCE REQUIREMENTS FOR AUDITING AND CERTIFICATION OF QUALITY MANAGEMENT SYSTEMS (ISO/IEC/TS 17021-3:2013)
    S.R. ISO/TS 9002:2016 QUALITY MANAGEMENT SYSTEMS - GUIDELINES FOR THE APPLICATION OF ISO 9001:2015
    DIN EN ISO 9001:2015-11 QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS (ISO 9001:2015)
    BS EN ISO 9000:2015 Quality management systems. Fundamentals and vocabulary
    BS EN ISO 9001:2015 Quality management systems. Requirements

    Standards Referencing This Book - (Show below) - (Hide below)

    ISO 10001:2007 Quality management Customer satisfaction Guidelines for codes of conduct for organizations
    ISO/TR 10017:2003 Guidance on statistical techniques for ISO 9001:2000
    ISO 10003:2007 Quality management Customer satisfaction Guidelines for dispute resolution external to organizations
    ISO/TR 13425:2006 Guidelines for the selection of statistical methods in standardization and specification
    ISO 10002:2014 Quality management Customer satisfaction Guidelines for complaints handling in organizations
    ISO 9004:2009 Managing for the sustained success of an organization A quality management approach
    ISO 9001:2015 Quality management systems — Requirements
    ISO 9000:2015 Quality management systems — Fundamentals and vocabulary
    AS ISO/IEC/IEEE 12207:2019 Systems and software engineering - Software life cycle processes
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