ISO 10004 Certification in Malaysia

ISO 10004 Certification - Quality management — Customer satisfaction — Guidelines for monitoring and measuring

Customer satisfaction depends on how well the product meets or exceeds the customer's expectations. It is also affected by how the customer perceives the product once it is delivered. ISO 10004 Certification offers guidance on creating and applying processes to track and measure customer satisfaction. This includes gathering information about new expectations and resolving complaints to please both the customer and the company.

To achieve satisfaction according to ISO 10004, a company must first understand what customers expect. Recognizing these expectations helps identify patterns that can cause complaints. It also encourages staff to improve their skills when working with customers. Regular review and analysis of complaints help improve the complaint handling process over time.

Customer expectations can be clear or unspoken, and they might not be fully expressed. These expectations, as understood by the organization, form the foundation for planning and delivering the product. Meeting or exceeding these expectations leads to higher satisfaction and better customer relationships.

ISO 10004 Certification - Benefits

• Customer Confidence
• Resolving complaints to the satisfaction of the complainant and the organization
• Identify trends and therewith eliminate causes of complaints
• Improved business performance
• Encourage personnel to improve their skills in working with customers
• Improved Efficiency
• Basis for continual review and analysis of the complaints-handling process