(ISO: Geneva) -- ISO has developed a new technical specification, ISO/TS 10004:2010, which provides guidance to organizations in establishing effective processes for monitoring and measuring customer satisfaction.

Customer satisfaction is one of the key elements for the success of an organization, whether it’s in public or private sector.

The information obtained from monitoring and measuring customer satisfaction can help identify opportunities for improvement of the organization’s strategies, products, processes, and characteristics that are valued by customers, and which serve the organization’s objectives. Such improvements can strengthen customer confidence and result in commercial and other benefits.

ISO/TS 10004—“Quality management—Customer satisfaction—Guidelines for monitoring and measuring” deals with:

• Concept of customer satisfaction and guiding principles

• Framework for monitoring and measuring customer satisfaction

• Planning for monitoring and measuring customer satisfaction

• Processes for monitoring and measuring customer satisfaction

• Maintenance and improvement of monitoring and measurement processes

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