ISO 10004:2012
Withdrawn
Withdrawn
View Superseded by
Quality management — Customer satisfaction — Guidelines for monitoring and measuring
Available format(s)
Hardcopy , PDF
Language(s)
English, French, Russian, Spanish, Castilian
Published date
09-14-2012
Withdrawn date
04-09-2025
Superseded by
US$96.00
Excluding Tax where applicable
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.
| Committee |
ISO/TC 176/SC 3
|
| DevelopmentNote |
Supersedes ISO TS 10004. (09/2012) DRAFT ISO/DIS 10004 is also available for this standard. (06/2017)
|
| DocumentType |
Standard
|
| Pages |
32
|
| PublisherName |
International Organization for Standardization
|
| Status |
Withdrawn
|
| SupersededBy | |
| Supersedes |
| Standards | Relationship |
| NEN ISO 10004 : 2012 | Identical |
| NBN ISO 10004 : 2014 | Identical |
| BS ISO 10004:2012 | Identical |
| DIN ISO 10004:2015-01 | Identical |
| ANSI/ISO/ASQ 10004:2012 | Identical |
| NS ISO 10004 : 2012 | Identical |
| UNE-ISO 10004:2015 | Identical |
| SAE AS9120B | 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) |
| 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 |
| ISO/IEC/IEEE 15288:2015 | Systems and software engineering — System life cycle processes |
| 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 |
| I.S. EN ISO 9001:2015 | QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS (ISO 9001:2015) |
| 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 |
| 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 |
| 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 |
| 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 |
| I.S. EN ISO 9000:2015 | QUALITY MANAGEMENT SYSTEMS - FUNDAMENTALS AND VOCABULARY (ISO 9000:2015) |
| 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 |
| 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) |
| 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 |
| 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 |
| 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) |
| 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) |
| 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 AS9100D | Quality Management Systems - Requirements for Aviation, Space, and Defense Organizations |
| SAE AS9110C | Quality Management Systems – Requirements for Aviation Maintenance Organizations |
| 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 |
| 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) |
| UNE-ISO/TS 9002:2017 | Quality management systems -- Guidelines for the application of ISO 9001:2015 |
| 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 |
| UNE-ISO 10002:2015 | Quality management -- Customer satisfaction -- Guidelines for complaints handling in organizations |
| UNE 179008:2016 | Quality management system for liver transplantation units |
| UNE 179002:2018 | Health services. Quality management system for health care transport organization. |
| UNE-EN ISO 18295-1:2018 | Customer contact centres - Part 1: Requirements for customer contact centres (ISO 18295-1:2017) |
| UNE-EN 15224:2017 | Quality management systems - EN ISO 9001:2015 for healthcare |
| UNE-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) |
| 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) |
| UNE-ISO 18091:2015 | Quality management systems -- Guidelines for the application of ISO 9001:2008 in local government |
| 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 |
Summarise
US$96.00
Excluding Tax where applicable
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