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ISO 10001/ 2/3/4 Customer satisfaction Standards

ISO 10001:2018 provides guidance for planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct. ISO 10001:2018 is applicable to product-related codes containing promises made to customers by an organization concerning its behavior. Such promises and related provisions are aimed at enhanced customer satisfaction. Annex A provides simplified examples of components of codes for different organizations.

ISO 10001:2018 is intended for use by organizations regardless of type, size and product provided, including organizations that design customer satisfaction codes of conduct for use by other organizations. Annex C gives guidance specifically for small businesses.

This ISO has many versions, including:

  • ISO 10002:2018 customer satisfaction and complaint handling

  • ISO 10003:2018 customer satisfaction – Guidelines for dispute resolution external to Organizations

  • ISO 10004:2018 Quality management -- Customer satisfaction -- Guidelines for monitoring and measuring.