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