TS ISO 10004

TS ISO 10004 is a quality management guideline for monitoring and measuring customer satisfaction. Its focus is on helping organizations define and implement systematic processes that capture, analyse and use feedback from external customers in management decisions. Rather than relying only on complaints, it supports a broader and more structured view of how customers perceive performance.

How customer satisfaction information is handled

In general technical terms, customer satisfaction reflects the relationship between customer expectations and perceived performance. Monitoring and measurement processes collect data from surveys, feedback channels, interviews, repeat-business tendencies and similar indicators within a consistent framework. This allows an organization to assess products or services from the customer’s point of view and to improve its quality management system more deliberately.

What this standard covers in practice

• Provides guidance for organizations of any type and size.
• Focuses on monitoring and measuring customer satisfaction regardless of the products and services offered.
• Applies to customers external to the organization; it is not centred on internal customer relationships.
• Supports a systematic approach to interpreting results and using them for improvement.

As a result, the standard does not prescribe a single measurement technique; instead, it helps build a reliable and consistent customer satisfaction management approach. It offers a common framework for structuring the customer voice, tracking trends and feeding results into decision-making within quality management.