This document gives guidelines for defining and implementing processes to monitor and measure customer satisfaction. This document is intended for use by any organization regardless of its type or size, or the products and services it provides. The focus of this document is on customers external to the organization.
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Sisällysluettelo
Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Concepts and guiding principles
4.1 General
4.2 Concept of customer satisfaction
4.3 Guiding principles
5 Framework for monitoring and measuring customer satisfaction
5.1 Context of the organization
5.2 Establishment
6 Planning, design and development
6.1 Defining the purpose and objectives
6.2 Determining the scope and frequency
6.3 Determining implementation methods and responsibilities
6.4 Allocating resources
7 Operation
7.1 General
7.2 Identifying customer expectations
7.3 Gathering customer satisfaction data
7.4 Analysing customer satisfaction data
7.5 Communicating customer satisfaction information
7.6 Monitoring customer satisfaction
8 Maintenance and improvement
Annex A Interrelationship of ISO 10001, ISO 10002, ISO 10003 and this document (informative)
Annex B Conceptual model of customer satisfaction (informative)
Annex C Identification of customer expectations (informative)
Annex D Direct measurement of customer satisfaction (informative)
Annex E Analysis of customer satisfaction data (informative)
Annex F Using customer satisfaction information (informative)