This International Standard provides
guidance for planning, designing, de-
veloping, implementing, maintaining
and improving customer satisfaction
codes of conduct. This International
Standard is applicable to product-
related codes containing promises
made to customers by an organization
concerning its behaviour. Such prom-
ises and related provisions are aimed
at enhanced customer satisfaction.
Annex A provides simplified examples
of components of codes for different
organizations.
NOTE 1 Throughout this International
Standard, the term "product" encompasses
services, software, hardware and proc-
essed materials.
NOTE 2 In this International Standard, the
term "product" applies only to the product
intended for, or required by, a customer.
This International Standard is intended
for use by organizations regardless of
type, size and product provided, in-
cluding organizations that design cus-
tomer satisfaction codes of conduct for
use by other organizations. Annex C
gives guidance specifically for small
businesses.
This International Standard does not
prescribe the substantive content of
customer satisfaction codes of con-
duct, 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 be-
tween an organization and its suppli-
ers.
This International Standard is not in-
tended for certification or for contrac-
tual purposes, and it is not intended to
change any rights or obligations pro-
vided by applicable statutory and regu-
latory requirements.
NOTE 3 While this International Standard
is not intended for contractual purposes,
customer satisfaction codes of conduct
promises can be included in an organiza-
tion's contracts.
NOTE4 This International Standard is
aimed at customer satisfaction codes of
conduct concerning individual customers
purchasing or using goods, property or
services for personal or household pur-
poses, although it is applicable to all cus-
tomer satisfaction codes of conduct.