Course Description

This course provides practical, step-by-step guidance on implementing ISO 10004:2018, the international standard for monitoring and measuring customer satisfaction. Participants learn to design structured methods for collecting, analyzing, and interpreting customer feedback through surveys, interviews, digital tools, and operational data. The training explains how to define customer satisfaction metrics, identify satisfaction drivers, monitor performance trends, and integrate insights into organizational decision-making. The course also covers alignment with ISO 9001 and ISO 10002 to build a comprehensive customer-focused management system. By the end, trainees will be able to build, improve, and maintain an effective customer satisfaction measurement framework.

What You’ll Learn

By the end of the course, you will be able to:

• Understand the purpose, scope, and key concepts of ISO 10004:2018.

• Identify customer satisfaction drivers and define relevant metrics.

• Design a customer satisfaction monitoring framework.

• Select appropriate data sources and feedback collection methods (e.g., surveys, interviews, digital tools).

• Analyze customer satisfaction data using both qualitative and quantitative methods.

• Align satisfaction monitoring with quality and business objectives.

• Use indicators and trends to improve services, products, and processes.

• Integrate ISO 10004 practices into ISO 9001 or ISO 10002 systems.

• Communicate insights effectively across teams and departments.

• Develop a continuous improvement loop based on customer satisfaction data.

Who Should Attend

• Customer Experience and Customer Service Managers

• Quality Managers and ISO 9001 Practitioners

• Marketing, CRM, and Business Intelligence Analysts

• Compliance and Operations Managers

• Product and Service Development Teams

• Consultants in quality, customer engagement, and process improvement

Recommendations

• Basic understanding of customer service or quality systems is helpful

• No prior knowledge of ISO 10004 required

• Valuable for any organization seeking to enhance customer satisfaction

Course description

This practitioner course demonstrates how to plan, create, verify, and publish Type III Environmental Product Declarations (EPDs) in accordance with ISO 14025:2006. We position Type III declarations within the ISO labeling family (Types I/II/III) and connect them to ISO 14040/44 life-cycle assessment methods. You’ll learn to navigate program operators, identify or develop Product Category Rules (PCRs), and translate LCA results into decision-ready declarations with clear assumptions, boundaries, and data-quality statements. We address primary vs. secondary data, allocation and cut-off choices, confidentiality vs. transparency, comparability caveats (only within the same PCR and scope), and how independent verification works. Practical tools include PCR checklists, EPD content templates, data-quality matrices, and verification readiness reviews. We also discuss maintenance (validity periods, updates) and how EPDs support green procurement and design decisions without overstating claims. Suitable for manufacturers, material suppliers, and service providers seeking credible environmental disclosures.

What you’ll learn

• Distinguish Type I/II/III labels; position EPDs within ISO family

• Scope LCA studies that align with applicable PCRs

• Build data-quality plans; handle allocation and cut-offs

• Draft EPD content: boundaries, results tables, assumptions, limits

• Work with program operators and verification bodies

• Understand comparability rules and claims wording

• Plan publication, validity, and updates

• Link EPD insights to procurement and design decisions

Who should attend

• Sustainability/ESG and environmental managers

• Product, materials, and packaging leaders

• LCA practitioners and analysts

• Marketing/compliance and procurement teams

• Quality/IMS managers integrating multiple ISO systems

Recommended

• Basic ISO 14001 and LCA awareness (ISO 14040/44)

• Familiarity with product/process data and suppliers

• Comfort with spreadsheets and simple data checks

• Exposure to product stewardship or procurement programs

• Awareness of local claims/marketing guidance