SCOPE
Primary scope
Customer-satisfaction monitoring
Quality system guide · Customer-satisfaction monitoring
ISO 10004
Customer perception, measurement design and interpretation
RELATION
ISO 9001 relationship
Supports ISO 9001 evaluation
SALES IMPACT
Commercial relevance
Customer perception, measurement design and interpretation
CLASSIFICATION
Use status
Guidance
What sales must determine
- Which customer, contractual, statutory, regulatory and sector requirements apply?
- Which claims, qualifications, certificates and approvals must be verified?
- What information is known, inferred, assumed or still missing?
- Which requirements must be flowed down to partners and suppliers?
Before an offer or commitment
- Confirm the requirement baseline and applicable system boundary.
- Review solution, capacity, competence, supplier and operational feasibility.
- Evaluate product, customer, regulatory, safety, security and continuity risk as applicable.
- Resolve or explicitly authorise exceptions and open assumptions.
- Release only the controlled scope, configuration, terms and acceptance basis.
Objective evidence
Useful evidence may include the customer requirement baseline, applicability review, certificate verification, feasibility decision, risk review, approved claims, configuration or scope baseline, change history, authority record and handover acceptance. Exact evidence depends on context and the authorised requirements.
SaleQMS process connection
Direction: define context and applicable obligations. Qualification: test fit and exposure. Requirements: establish the verified baseline. Solution: demonstrate feasibility. Commitment: approve the promise. Handover: transfer requirements and changes. Outcome: monitor fulfilment and customer perception. Improve: correct causes and verify effectiveness.
Practical example
A customer asks a supplier to confirm compliance with ISO 10004 during a proposal. The sales team does not treat the request as a marketing checkbox. It verifies scope and certification status, involves the responsible quality and delivery roles, records any customer-specific requirements, confirms feasibility and ensures that the final wording cannot be misunderstood. The accepted baseline is then transferred into delivery and reviewed when requirements change.
Official source
ISO — ISO 10004 customer satisfaction monitoring (opens in a new tab)
Interpretation boundary: This independent summary is not the standard, regulatory advice, certification guidance or a conformity determination. Obtain the authorised publication and determine applicability in your organisation’s context.
Controlled overview · Review on source revision · No affiliation or endorsement implied