BS ISO 10004:2012
Superseded
A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.
A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.
Quality management. Customer satisfaction. Guidelines for monitoring and measuring
Hardcopy , PDF
08-13-2018
English
01-31-2013
Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Concept and guiding principles
5 Framework for monitoring and measuring
customer satisfaction
6 Planning
7 Operation
8 Maintenance and improvement
Annex A (normative) - Conceptual model of customer
satisfaction
Annex B (normative) - Identification of customer
expectations
Annex C (normative) - Direct measurement of customer
satisfaction
Annex D (normative) - Analysis of customer satisfaction
data
Annex E (normative) - Using customer satisfaction
information
Annex F (informative) - Relationship between this
International Standard, ISO 10001, ISO 10002
and ISO 10003
Bibliography
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