Description
This standard provides guidance to the organization on establishing effective processes for monitoring and measuring customer satisfaction.
TABLE OF CONTENTS
| Contents | Page |
| Introduction | v |
| 1 Scope | 1 |
| 2 Normative references | 1 |
| 3 Terms and definitions | 1 |
| 4 Concept and guiding principles | 2 |
| 4.1 General | 2 |
| 4.2 Concept of customer satisfaction | 2 |
| 4.3 Guiding principles | 2 |
| 5 Framework for monitoring and measuring customer satisfaction | 3 |
| 6 Planning | 3 |
| 6.1 Defining the purpose and objectives | 3 |
| 6.2 Determining the scope and frequency | 4 |
| 6.3 Determining implementation methods and responsibilities | 4 |
| 6.4 Allocating resources | 4 |
| 7 Operation | 4 |
| 7.1 General | 4 |
| 7.2 Identifying customer expectations | 5 |
| 7.3 Gathering customer satisfaction data | 6 |
| 7.4 Analysing customer satisfaction data | 8 |
| 7.5 Communicating customer satisfaction information | 9 |
| 7.6 Monitoring customer satisfaction | 10 |
| 8 Maintenance and improvement | 11 |
| Annex A (normative) Conceptual model of customer satisfaction | 12 |
| Annex B (normative) Identification of customer expectations | 14 |
| Annex C (normative) Direct measurement of customer satisfaction | 17 |
| Annex D (normative) Analysis of customer satisfaction data | 21 |
| Annex E (normative) Using customer satisfaction information | 26 |
| Annex F (informative) Relationship between this International Standard, ISO 10001, ISO 10002 and ISO 10003 | 28 |
| Bibliography | 30 |