Table of Contents

Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Concepts and guiding principles
5 Framework for monitoring and measuring
  customer satisfaction
6 Planning, design and development
7 Operation
8 Maintenance and improvement
Annex A (normative) - Conceptual model of
        customer satisfaction
Annex B (normative) - Identification of customer
        expectations
Annex C (normative) - Direct measurement of
        customer satisfaction
Annex D (normative) - Analysis of customer
        satisfaction data
Annex E (normative) - Using customer satisfaction
        information
Annex F (informative) - Inter-relationship of ISO 10001,
        ISO 10002, ISO 10003 and ISO 10004
Bibliography

Abstract

Describes guidance in defining and implementing processes to monitor and measure customer satisfaction.

General Product Information

Published
Document Type	Standard
Status	Current
Publisher	International Organization for Standardization
Pages
ISBN
Committee	TC 176