What is ISO 10004?

ISO 10004 provides guidance on developing and implementing processes for monitoring and measuring customer satisfaction within the organization. The standard supports the development and implementation of an overall framework to ensure customer satisfaction that integrates with the context of the organization and focuses on leadership and commitment. The standard specifies the key principles to implement and maintain an effective monitoring and measuring processes for customer satisfaction which include:

The commitment of the organization
Ensuring effective capacity to manage the monitoring and measuring processes
Transparency of the monitoring and measuring processes
Accessibility to all interested parties
Responsiveness to the results of monitoring and measurement
Information integrity and confidentiality
Ensuring a customer-focused approach that promotes accountability and competence
Providing timelines for monitoring and measuring customer satisfaction
Comprehension and continuity of monitoring and measurement

Benefits of ISO 10004 Certification

Customer Retention

Brand Reputation

Improved Communication

Continual Improvement

Process Efficiency

Increase Sales and Profitability

Check out the Who can be certified ISO 10004 Certification Video

Who can be certified ISO 10004 Certification?

ISO 10004 standard can be used by any organization, regardless of its size, scope, the field of business, public or private, to develop and implement effective monitoring and measuring processes for customer satisfaction within the organisation based on accepted international best practices.

Manufacturing Companies

Service Sector




Government Organizations

Research Foundations

Fitness Sector

Document required for ISO 10004 Certification

  • System Manual
  • System Procedure
  • Policy
  • Objectives
  • Mission & Vision
  • Standard Operating Procedure (SOP)
  • Checklist
  • Forms
  • Formats
  • Records

The extent of Documented Information differs as per:

  • Organization’s size
  • Activities performed by the organization
  • Processes undertaken by the Organization
  • Products and services offered by the organization
  • The complexity of processes undertaken
  • Competence of persons involved

Role of Shamkris and Process of ISO 10004 Certification

Shamkris adopts a results-oriented approach to effective system implementation in the organization. A simple and practical method of system implementation helps organizations increase business efficiency and sustainability. Shamkris supports 100% documentation to obtain an accreditation body of success in addition to enhanced performance.

The implementation process is described below:

Day 1

GAP Analysis, Certification Body, Selection, Cost Estimates

• Finding the GAP between existing system related to ISO 10004 requirements
• Selecting the appropriate certification Body
• Based on the scope of your business & certification Body you choose

Week 1

Developing Documents

• Management System Manual, Management System Procedures, Policy, Objectives, Forms etc.
• Review of Standard Operating Procedures (SOP)

Week 4

Implementing Management System

• ISO 10004 Awareness training for the top management and staff
• Implementing a well-documented management system throughout the organization

Week 8

Internal Audit

• Internal audits identifying nonconformities related to ISO 10004 requirements
• Management Review Meetings
• Corrective and Preventive Action plan for nonconformities

Week 10

Certification Body
N-C Closing

• Shamkris acts on your behalf and assists you in the third-party audit
• Closing of any nonconformities identified by the certification body

Week 12

Certification Body

• ISO 10004 certificates issued for 1 years

Year on Year

Yearly Compliance

• Support of Yearly documentation for audit

ISO 10004 | Global Product Certification (GPC) | Audit Auditor Training Examination Qualification Certificate Certification Body. ISO 10004 provides guidance for the definition and implementation of monitoring and measurement processes of customer satisfaction.,