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