Shamkris Global Group

ISO 10004:2018 Certification - Quality management - Customer Satisfaction

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

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 Foundation

Fitness Sector

Shipping Industry





Textile and Apparels

Medical and Test Lab

Software Development

Document required for ISO 10004 Certification

The extent of Documented Information differs as per:

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:

Time Frame



Day 1

GAP Analysis
Certification Body
Cost Estimates

Week 1

Developing Documents

Week 4

Implementing Management System

Week 8

Internal Audit

Week 10

Certification Body
N-C Closing

Week 12

Certification Body

Year on Year

Yearly Compliance


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.