ISO 10004:2014 Customer Satisfaction Guidelines

What is ISO 10004:2014?

ISO 10004:2014 is an international standard that provides guidelines for monitoring and measuring customer satisfaction. It helps organizations understand their customers’ needs and expectations and improve their services or products accordingly.

Why ISO 10004:2014 Certification Matters

Build Customer Trust
Shows your clients that you actively monitor and improve their experience.
Improve Customer Retention
Better satisfaction management increases loyalty and repeat business.
Identify Service Gaps Early
Track issues before they grow into complaints or losses.
Enhance Brand Reputation
A globally recognized certification boosts your company’s credibility.
Strengthen Decision Making
Use customer data to make stronger strategic and operational decisions.
Gain a Competitive Advantage
Companies with ISO 10004 stand out as customer-centric organizations.

Our Certification Process

Gap Analysis

We review your current processes against ISO 9001 requirements to identify gaps and improvement areas.

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Pre-Assessment

A preliminary evaluation is conducted to ensure your system is aligned with ISO standards before the formal audit.

Internal Audit & Training

Internal audits are performed and staff are trained to ensure readiness for certification.

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Final Certification Audit

An accredited auditor performs the official assessment to verify full compliance with ISO requirements.

Certification Awarded

Upon successful audit completion, your organization receives an internationally recognized ISO certificate.

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Ongoing Support

Surveillance audits ensure ongoing compliance and continuous improvement.

Benefit

Industries That Benefit from 10004:2014

Manufacturing & Engineering

Improve product quality and reduce waste

Construction & Contracting

Win large-scale projects by meeting client expectations

Healthcare & Hospitals

Enhance patient care and service delivery

IT & Software

Deliver reliable, consistent services to clients

Retail & Trading

Improve supply chain efficiency and customer satisfaction

Oil & Gas

Ensure safety, operational reliability, and compliance

Frequently asked questions

What is ISO 10004?

A guideline for measuring and monitoring customer satisfaction.

Is it certifiable?

No — it is for guidance only.

What does it help with?

Building better customer experience and loyalty.

Who should use it?

Any customer-focused organization.

Can it support ISO 9001?

Yes — it complements quality management practices.