Self-assessmentISO 10004:2018
ISO 10004:2018 — Customer satisfaction: monitoring and measuring
Guidelines for defining and implementing processes for monitoring and measuring customer satisfaction, in order to identify opportunities for improvement.
- control points
- 39
- anchored clauses
- 16
- Clauses covered
- 5
Clauses covered
| Concepts and guiding principles | 4 | 4.3.1-4.3.2 · 4.3.3-4.3.5 · 4.3.6-4.3.8 · 4.3.10-4.3.14 |
| Monitoring and measurement framework | 1 | 5.1-5.2 |
| Planning | 3 | 6.2 · 6.3 · 6.4 |
| Operation | 7 | 7.2 · 7.3.2 · 7.3.3 · 7.3.4 · 7.4 · 7.5 · 7.6 |
| Update and improvement | 1 | 8 |
Scale
ImplementedPartially implementedNot implementedNot applicable
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