Customer Satisfaction - Monitoring and Measuring

ISO 10004 provides guidance in defining and implementing processes to monitor and measure customer satisfaction.
In order to pursue this goal the organization should:
  • identify customer expectations;
  • gather customer satisfaction data;
  • analyze customer satisfaction data;
  • provide feedback for improvement of customer satisfaction;
monitor customer satisfaction on-going.
The purpose and objectives influence what, when, how and from whom the data is gathered. They also influence how the data is analyzed and how the information is ultimately to be used.