ISO 10004:2018 – Customer Satisfaction Quality Management System

ISO 10004:2018 is a international standard that provides guidelines for quality management systems that focus on customer satisfaction. It can be used by any organization, large or small, regardless of its sector or business model.

Organizations that implement ISO 10004:2018 can be confident that they are meeting the needs of their customers and continuously improving their satisfaction. The standard can also help them to win new business and retain existing customers. There are many benefits to implementing ISO 10004:2018, but here are just a few:

  1. Improved customer satisfaction
  2. Increased customer loyalty
  3. Increased market share
  4. Improved financial performance
  5. Increased employee satisfaction
  6. Improved organizational effectiveness
  7. Improved communication
  8. Greater efficiency


Although the benefits of implementing ISO 10004:2018 are clear, many organizations struggle with how to actually go about doing it.

These tips can help:

  • Define what customer satisfaction means for your organization
  • Identify the customers whose satisfaction is most important to your organization
  • Baseline your customer satisfaction levels
  • Set goals and targets for improving customer satisfaction
  • Implement customer satisfaction improvement initiatives
  • Monitor and review your progress periodically
  • Adjust your plans as needed to continue making progress

Many organizations find that ISO 10004:2018 is a valuable tool for managing customer satisfaction. By following the guidelines in the standard, organizations can improve their customer satisfaction levels, increase customer loyalty, and reap many other benefits.

Other benefits include:

  • Improved communication between the organization and its customers
  • Greater efficiency in meeting customer needs
  • Reduced costs associated with customer complaints and dissatisfaction
  • Enhanced credibility and reputation among customers

As you can see, there are many benefits to implementing ISO 10004:2018. If you are looking for ways to improve customer satisfaction in your organization, this standard is a great place to start.

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