ISO 10001:2007   Quality management -- Customer satisfaction -- Guidelines for codes of conduct for organizations

provides guidance for planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct. ISO 10001:2007 is applicable to product-related codes containing promises made to customers by an organization concerning its behaviour. Such promises and related provisions are aimed at enhanced customer satisfaction. Annex A provides simplified examples of components of codes for different organizations.

ISO 10001:2007 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.

ISO 10001:2007 does not prescribe the substantive content of customer satisfaction codes of conduct, nor does it address other types of codes of conduct, such as those that relate to the interaction between an organization and its personnel, or between an organization and its suppliers.

ISO 10002:2004 Quality management -- Customer satisfaction -- Guidelines for complaints handling in organizations

provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.

ISO 10002:2004 is not applicable to disputes referred for resolution outside the organization or for employment-related disputes.

It is also intended for use by organizations of all sizes and in all sectors. Annex A provides guidance specifically for small businesses.

ISO 10002:2004 addresses the following aspects of complaints handling:

-- enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization's ability to improve its product and customer service;

-- top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;

-- recognizing and addressing the needs and expectations of complainants;

-- providing complainants with an open, effective and easy-to-use complaints process;

-- analysing and evaluating complaints in order to improve the product and customer service quality;

-- auditing of the complaints-handling process;

-- reviewing the effectiveness and efficiency of the complaints-handling process.

ISO 10004:2012 Quality management -- Customer satisfaction -- Guidelines for monitoring and measuring

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

ISO 10004:2012 is intended for use by organizations regardless of type, size or product provided. The focus of ISO 10004:2012 is on customers external to the organization.