ISO 10008:2013
Quality management — Customer satisfaction — Guidelines for business-to-consumer electronic commerce transactions
ISO 10008:2013 provides guidance for planning, designing, developing, implementing, maintaining and improving an effective and efficient business-to-consumer electronic commerce transaction (B2C ECT) system within an organization.
It is applicable to any organization engaged in, or planning to be engaged in, a business-to-consumer electronic commerce transaction, regardless of size, type and activity.
ISO 10008:2013 is not intended to form part of a consumer contract or to change any rights or obligations provided by applicable statutory and regulatory requirements.
ISO 10008:2013 aims to enable organizations to set up a fair, effective, efficient, transparent and secure B2C ECT system, in order to enhance consumers' confidence in B2C ECTs and increase the satisfaction of consumers. It is aimed at B2C ECTs concerning consumers as a sub-set of customers.
The guidance given in ISO 10008:2013 can complement an organization's quality management system.
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Section sec_1
Section sec_2
Section sec_3
Section sec_3.1
Section sec_3.2
Section sec_3.3
Section sec_3.4
Section sec_3.5
Section sec_3.6
Section sec_4
Section sec_4.1
Section sec_4.2
Section sec_4.3
Section sec_4.4
Section sec_4.5
Section sec_4.6
Section sec_4.7
Section sec_4.8
Section sec_4.9
Section sec_4.10
Section sec_4.11
Section sec_4.12
Section sec_4.13
Section sec_4.14
Section sec_4.15
Section sec_4.16
Section sec_4.17
Section sec_5
Section sec_5.1
Section sec_5.2
Section sec_5.3
Section sec_5.3.1
Figure fig_1
Section sec_5.3.2
Section sec_5.3.3
Section sec_5.4
Section sec_5.4.1
Section sec_5.4.2
Section sec_5.4.3
Section sec_5.4.4
Section sec_5.5
Section sec_6
Section sec_6.1
Section sec_6.1.1
Section sec_6.1.2
Section sec_6.1.3
Section sec_6.1.3.1
Section sec_6.1.3.2
Section sec_6.1.3.3
Section sec_6.1.3.4
Section sec_6.1.4
Section sec_6.2
Section sec_6.2.1
Section sec_6.2.2
Section sec_6.2.3
Section sec_6.2.4
Section sec_6.2.5
Section sec_6.2.6
Section sec_6.2.7
Section sec_6.3
Section sec_6.3.1
Section sec_6.3.2
Section sec_6.3.3
Section sec_6.3.4
Section sec_7
Section sec_7.1
Section sec_7.1.1
Section sec_7.1.2
Section sec_7.1.3
Section sec_7.1.4
Section sec_7.1.5
Section sec_7.2
Section sec_7.2.1
Section sec_7.2.2
Section sec_7.2.3
Section sec_8
Section sec_8.1
Section sec_8.2
Section sec_8.3
Section sec_8.4
Section sec_8.5
Annex sec_A
Annex sec_A.1
Annex sec_A.2
Annex sec_A.3
Annex sec_A.4
Annex sec_B
Annex sec_B.1
Annex sec_B.2
Annex sec_B.2.1
Annex sec_B.2.2
Annex sec_B.2.3
Annex sec_B.3
Annex sec_B.4
Annex sec_C
Annex sec_C.1
Annex sec_C.2
Annex sec_C.3
Annex sec_C.4
Annex sec_C.5
Annex sec_C.6
Annex sec_C.7
Annex sec_C.8
Annex sec_D
Reference ref_1
Reference ref_2
Reference ref_3
Reference ref_4
Reference ref_5
Reference ref_6
Reference ref_7
Reference ref_8
Reference ref_9
Reference ref_10
Reference ref_11
Reference ref_12
Reference ref_13
Reference ref_14
Annex C (normative) Guidance on information provision
Annex D (informative) Guidance concerning an organization’s B2C ECT Code
Bibliography
Foreword
Introduction
1 Scope
2 Normative references
3 Terms and Definitions
4 Guiding principles
4.1 General
4.2 Commitment
4.3 Capacity
4.4 Competence
4.5 Suitability
4.6 Accuracy
4.7 Transparency
4.8 Accessibility
4.9 Responsiveness
4.10 Consent
4.11 Fairness
4.12 Accountability
4.13 Legality
4.14 Privacy
4.15 Security
4.16 Integration
4.17 Improvement
5 Business-to-consumer electronic commerce transaction system
5.1 Framework
5.2 Objectives
5.3 Processes
5.4 Resources
5.5 Connectivity
6 Single-phase processes
6.1 Pre-transaction phase
6.2 In-transaction phase
6.3 Post-transaction phase
7 Multi-phase processes
7.1 Consumer interaction
7.2 Consumer data management
8 Maintenance and improvement
8.1 Collection of information
8.2 Evaluation of performance of the B2C ECT system
8.3 Satisfaction with the B2C ECT system
8.4 Review of the B2C ECT system
8.5 Continual improvement
Annex A (informative) Customer satisfaction and consumer needs in the B2C ECT context
Annex B (informative) Supplementary references
Annex C (normative) Guidance on information provision
Annex D (informative) Guidance concerning an organization’s B2C ECT Code
Bibliography
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Section sec_1
Section sec_2
Section sec_3
Section sec_3.1
Section sec_3.2
Section sec_3.3
Section sec_3.4
Section sec_3.5
Section sec_3.6
Section sec_4
Section sec_4.1
Section sec_4.2
Section sec_4.3
Section sec_4.4
Section sec_4.5
Section sec_4.6
Section sec_4.7
Section sec_4.8
Section sec_4.9
Section sec_4.10
Section sec_4.11
Section sec_4.12
Section sec_4.13
Section sec_4.14
Section sec_4.15
Section sec_4.16
Section sec_4.17
Section sec_5
Section sec_5.1
Section sec_5.2
Section sec_5.3
Section sec_5.3.1
Figure fig_1
Section sec_5.3.2
Section sec_5.3.3
Section sec_5.4
Section sec_5.4.1
Section sec_5.4.2
Section sec_5.4.3
Section sec_5.4.4
Section sec_5.5
Section sec_6
Section sec_6.1
Section sec_6.1.1
Section sec_6.1.2
Section sec_6.1.3
Section sec_6.1.3.1
Section sec_6.1.3.2
Section sec_6.1.3.3
Section sec_6.1.3.4
Section sec_6.1.4
Section sec_6.2
Section sec_6.2.1
Section sec_6.2.2
Section sec_6.2.3
Section sec_6.2.4
Section sec_6.2.5
Section sec_6.2.6
Section sec_6.2.7
Section sec_6.3
Section sec_6.3.1
Section sec_6.3.2
Section sec_6.3.3
Section sec_6.3.4
Section sec_7
Section sec_7.1
Section sec_7.1.1
Section sec_7.1.2
Section sec_7.1.3
Section sec_7.1.4
Section sec_7.1.5
Section sec_7.2
Section sec_7.2.1
Section sec_7.2.2
Section sec_7.2.3
Section sec_8
Section sec_8.1
Section sec_8.2
Section sec_8.3
Section sec_8.4
Section sec_8.5
Annex sec_A
Annex sec_A.1
Annex sec_A.2
Annex sec_A.3
Annex sec_A.4
Annex sec_B
Annex sec_B.1
Annex sec_B.2
Annex sec_B.2.1
Annex sec_B.2.2
Annex sec_B.2.3
Annex sec_B.3
Annex sec_B.4
Annex sec_C
Annex sec_C.1
Annex sec_C.2
Annex sec_C.3
Annex sec_C.4
Annex sec_C.5
Annex sec_C.6
Annex sec_C.7
Annex sec_C.8
Annex sec_D
Reference ref_1
Reference ref_2
Reference ref_3
Reference ref_4
Reference ref_5
Reference ref_6
Reference ref_7
Reference ref_8
Reference ref_9
Reference ref_10
Reference ref_11
Reference ref_12
Reference ref_13
Reference ref_14
Annex C (normative) Guidance on information provision
Annex D (informative) Guidance concerning an organization’s B2C ECT Code
Bibliography
Foreword
Introduction
1 Scope
2 Normative references
3 Terms and Definitions
4 Guiding principles
4.1 General
4.2 Commitment
4.3 Capacity
4.4 Competence
4.5 Suitability
4.6 Accuracy
4.7 Transparency
4.8 Accessibility
4.9 Responsiveness
4.10 Consent
4.11 Fairness
4.12 Accountability
4.13 Legality
4.14 Privacy
4.15 Security
4.16 Integration
4.17 Improvement
5 Business-to-consumer electronic commerce transaction system
5.1 Framework
5.2 Objectives
5.3 Processes
5.4 Resources
5.5 Connectivity
6 Single-phase processes
6.1 Pre-transaction phase
6.2 In-transaction phase
6.3 Post-transaction phase
7 Multi-phase processes
7.1 Consumer interaction
7.2 Consumer data management
8 Maintenance and improvement
8.1 Collection of information
8.2 Evaluation of performance of the B2C ECT system
8.3 Satisfaction with the B2C ECT system
8.4 Review of the B2C ECT system
8.5 Continual improvement
Annex A (informative) Customer satisfaction and consumer needs in the B2C ECT context
Annex B (informative) Supplementary references
Annex C (normative) Guidance on information provision
Annex D (informative) Guidance concerning an organization’s B2C ECT Code
Bibliography