ISO 10004:2012
Withdrawn
Withdrawn
A Withdrawn Standard is one, which is removed from sale, and its unique number can no longer be used. The Standard can be withdrawn and not replaced, or it can be withdrawn and replaced by a Standard with a different number.
View Superseded by
withdrawn
A Withdrawn Standard is one, which is removed from sale, and its unique number can no longer be used. The Standard can be withdrawn and not replaced, or it can be withdrawn and replaced by a Standard with a different number.
Quality management Customer satisfaction Guidelines for monitoring and measuring
Available format(s)
Hardcopy , PDF , PDF 3 Users , PDF 5 Users , PDF 9 Users
Withdrawn date
12-12-2018
Language(s)
Spanish, Castilian, English, French, Russian
Published date
09-14-2012
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.
| DevelopmentNote |
Supersedes ISO TS 10004. (09/2012) DRAFT ISO/DIS 10004 is also available for this standard. (06/2017)
|
| DocumentType |
Standard
|
| Pages |
33
|
| PublisherName |
International Organization for Standardization
|
| Status |
Withdrawn
|
| SupersededBy | |
| Supersedes |
| Standards | Relationship |
| UNE-ISO 10004:2015 | Identical |
| 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 |
| UNI ISO 10004 : 2013 | Identical |
| SANS 1300 : 1ED 2013 | Identical |
| NS ISO 10004 : 2012 | Identical |
| SAE AS 9120 : 2016 | 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) |
| 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 |
| 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 |
| UNE-EN ISO 18295-1:2018 | Customer contact centres - Part 1: Requirements for customer contact centres (ISO 18295-1:2017) |
| CSA ISO 9001 : 2016 | QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS |
| ISO/IEC/IEEE 15288:2015 | Systems and software engineering — System life cycle processes |
| 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) |
| 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 |
| UNE-EN 15224:2017 | Quality management systems - EN ISO 9001:2015 for healthcare |
| I.S. 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) |
| 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 |
| UNE 179008:2016 | Quality management system for liver transplantation units |
| 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 |
| UNI ISO 18091 : 2014 | QUALITY MANAGEMENT SYSTEMS - GUIDELINES FOR THE APPLICATION OF ISO 9001:2008 IN LOCAL GOVERNMENT |
| UNI CEI 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 SYSTEM |
| 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 |
| UNI ISO 10018 : 2013 | QUALITY MANAGEMENT - GUIDELINES ON PEOPLE INVOLVEMENT AND COMPETENCE |
| 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 |
| UNE-EN ISO 9001:2015 | Quality management systems - Requirements (ISO 9001:2015) |
| I.S. EN ISO 9000:2015 | QUALITY MANAGEMENT SYSTEMS - FUNDAMENTALS AND VOCABULARY (ISO 9000:2015) |
| UNE-ISO 10002:2015 | Quality management -- Customer satisfaction -- Guidelines for complaints handling in organizations |
| DIN EN ISO 18295-1 E : 2017 | CUSTOMER CONTACT CENTRES - PART 1: REQUIREMENTS FOR CUSTOMER CONTACT CENTRES (ISO 18295-1:2017) |
| CAN/CSA-ISO/IEC/IEEE 15288:16 | Systems and software engineering - System life cycle processes (Adopted ISO/IEC/IEEE 15288:2015, first edition, 2015-05-15) |
| 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 |
| UNE-ISO/TS 9002:2017 | Quality management systems -- Guidelines for the application of ISO 9001:2015 |
| 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) |
| DIN EN ISO 18295-2 E : 2017 | CUSTOMER CONTACT CENTRES - PART 2: REQUIREMENTS FOR CLIENTS USING THE SERVICES OF CUSTOMER CONTACT CENTRES (ISO 18295-2:2017) |
| 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 |
| CSA ISO 9000 : 2016 | QUALITY MANAGEMENT SYSTEMS - FUNDAMENTALS AND VOCABULARY |
| 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 |
| UNE-ISO 18091:2015 | Quality management systems -- Guidelines for the application of ISO 9001:2008 in local government |
| 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) |
| CSA ISO 10008 : 2015 | QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR BUSINESS-TO-CONSUMER ELECTRONIC COMMERCE TRANSACTIONS |
| 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) |
| 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) |
| 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 AS 9100D : 2016 | QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS FOR AVIATION, SPACE AND DEFENSE ORGANIZATIONS |
| SAE AS 9110 : 2016 | QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS FOR AVIATION MAINTENANCE ORGANIZATIONS |
| UNE 179002:2018 | Health services. Quality management system for health care transport organization. |
| 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 |
| 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 |
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