Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Concept and guiding principles
4 Framework for monitoring and measuring customer
satisfaction
5 Planning
6 Operation
7 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