Customer Satisfaction Guidelines

ISO 1001 Quality management — Customer satisfaction —Guidelines for codes of conduct for organizationsMaintaining a high level of customer satisfaction is a significant challenge for many organizations. One way of meeting this challenge is to put in place and use a customer satisfaction code of conduct. A customer satisfaction code of conduct consists of promises and related provisions that address issues such as product delivery product returns handling of personal information of customers advertising and stipulations concerning particular attributes of a product or its performance. For examples, see Annex A. A customer satisfaction code of conduct can be part of an effective approach to complaints management this involves:

  • Complaints prevention, by making use of an appropriate customer satisfaction code of conduct.
  • Internal complaints handling, for instances when expressions of dissatisfaction are received.
  • External dispute resolution, for situations in which complaints cannot be satisfactorily addressed internally.

This International Standard provides guidance to assist an organization in determining that all customer.

Satisfaction code provisions meet customer needs and expectations,and that the customer satisfaction code is accurate and not misleading its use can:

  • Enhance fair trade practices and customer confidence in anorganization; _ improve customer understanding of what to expect from an organization in terms of its products and relations with customers, thereby reducing the likelihood of misunderstandings and complaints.
  • Potentially decrease the need for new regulations governing an organization’s conduct towards its customers.
  • This International Standard provides guidance for planning, designing, developing, implementing maintaining and improving customer satisfaction codes of conduct. This International Standard is applicable to product- related codes containing promises made to customers by an organization concerning its behaviour that are aimed at enhanced customer satisfaction.

ISO 1002 Quality management — Customer satisfaction —Guidelines for compliant handling in organizations

  • Managing complaints well is a way to improve the products, services and public standing of an organization in the eyes of its customers.This standard gives guidance on setting up a complaints management system that will both satisfy external customers and help improve the overall performance of an organization.
  • By actively encouraging complaints, an organization gains a second chance to capture customer loyalty and approval. This standard outlines the basic principles of effective complaints management. The main clauses of this standard give recommendations from which an organization can build its own complaints management system.

ISO 1003 Quality management — Customer satisfaction —Guidelines for dispute resolution external to organizations

  • This International Standard provides guidance for organizations to plan, design, develop, operate, maintain and improve effective and efficient external dispute resolution for product-related complaints.
  • Dispute resolution gives an avenue of redress when organizations do not remedy a complaint internally. Most complaints can be resolved successfully within the organization, without the need for further time consuming and more adversarial procedures.

ISO 1004 Quality management — Customer satisfaction —Guidelines for monitoring and measuring

  • One of the key elements of organizational success is the customer’s satisfaction with the organization and its products. Therefore, it is necessary to monitor and measure customer satisfaction.
  • The information obtained from monitoring and measuring customer satisfaction can help identify opportunities for improvement of the organization’s strategies, products, processes and characteristics that are valued by customers, and serve the organization’s objectives. Such improvements can strengthen customer confidence and result in commercial and other benefits.
  • This Technical Specification provides guidance to the organization on establishing effective processes for monitoring and measuring customer satisfaction.