Foreword
Introduction
0.1 General
0.2 Relationship with ISO 9001:2008 and ISO 9004:2000
0.3 Relationship with ISO 10001, ISO 10002, ISO 10003
0.4 Statements regarding conformity
1 Scope
2 Normative references
3 Terms and definitions
3.1 product
3.2 customer
3.3 customer satisfaction
3.4 requirement
4 Concept of customer satisfaction
5 Framework for monitoring and measuring customer satisfaction
6 Plan for monitoring and measuring customer satisfaction
6.1 Define the purpose
6.2 Determine the scope and frequency
6.3 Determine implementation methods and responsibilities
6.4 Allocate resources
7 Monitoring and measuring customer satisfaction activities
7.1 Identify customer expectations
7.1.1 Identify the customers
7.1.2 Determine customer expectations
7.2 Gather customer satisfaction data
7.2.1 Identify and select characteristics related to
customer satisfaction
7.2.2 Indirect indicators of customer satisfaction
7.2.3 Direct measures of customer satisfaction
7.2.4 Collect customer satisfaction data
7.3 Analyze customer satisfaction data
7.3.1 Prepare the data for analysis
7.3.2 Determine the method of analysis
7.3.3 Conduct the analysis
7.3.4 Validate the analysis
7.3.5 Report results and recommendations
7.4 Feedback information for improvement
7.5 Monitoring customer satisfaction
7.5.1 Examine the customers selected and the data gathered
7.5.3 Monitor actions taken to improve customer satisfaction
7.5.4 Assess effectiveness of actions taken
8 Maintenance and improvement of monitoring and measurement
processes
Annex A (Normative) Conceptual model of customer satisfaction
A.1 General
A.2 Conceptual model of customer satisfaction
Annex B (Normative) Identification of customer expectations
B.1 General
B.2 Identifying the customer(s)
B.3 Aids to understanding customer expectations
B.4 Customer expectations and customer satisfaction
Annex C (Normative) Direct measurement of customer satisfaction
C.1 General
C.2 Customer satisfaction survey methods
C.2.1 Qualitative surveys
C.2.2 Quantitative surveys
C.3 Sample size and method of sampling
C.3.1 Sample size
C.3.2 Method of sampling
C.4 Develop customer satisfaction questionnaire
C.4.1 Defining the questions
C.4.2 Design of questionnaire
Annex D (Normative) Analysis of customer satisfaction data
D.1 General
D.2 Preparation of data for analysis
D.2.1 Data verification
D.2.2 Data categorization
D.3 Determination of methods for analysis
D.3.1 Direct analysis
D.3.2 Indirect analysis
D.4 Conducting anal
D.4.1 Data stratification
D.4.2 Prioritization
D.5 Validation of analysis
D.6 Reporting of the analysis
D.6.1 Presentation of results
D.6.2 Formulation of conclusions and recommendations
Annex E (Normative) Using customer satisfaction
E.1 General
E.2 Communicating customer satisfaction information to
appropriate functions
E.3 Using customer satisfaction information
Bibliography