1. DRAFT ISO 10004:2018 Revision Overview Quality management — Customer satisfaction — Guidelines for monitoring and measuring
ISO/TC176 TG 01

2. Purpose The intention of this presentation is to:
provide a summary of notable changes from ISO 10004:2012 to ISO :2018
ISO/TC 176/TG 01

3. Introduction Introduction to ISO 10004:2018
One of the key elements of organizational success is the customers satisfaction with the organization and its products and services
This document provides guidance to the organization on establishing effective processes for monitoring and measuring customer satisfaction
The focus is the satisfaction of persons or organizations that receive a product or a service
Published July 2018
ISO/TC 176/TG 01

4. Main Changes Main changes of the ISO 10004:2018 revision
The main changes compared with the previous edition are as follows:
alignment with ISO 9000:2015
alignment with ISO 9001:2015
improved alignment with ISO 10001, ISO and ISO 10003
ISO/TC 176/TG 01

5. Benefits Benefits of using ISO 10004:2018
Monitoring and measuring customer satisfaction can help identify opportunities for improvement
Such improvements can strengthen customer confidence and result in commercial and other benefits
Increases customer confidence in the organization
ISO/TC 176/TG 01

6. Summary The ISO 10004:2018 standard
Provides concepts for monitoring and measuring customer satisfaction
Outlines how organizations can monitor and measure customer satisfaction
Can be used in any kind of organization
ISO/TC 176/TG 01

7. For more information ISO/TC 176 website
To obtain a copy of ISO 10004:2018
ISO/TC 176/TG 01