ISO 10008:2022
Quality management — Customer satisfaction — Guidance for business-to-consumer electronic commerce transactions
This document gives guidance on 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 B2C ECT, regardless of size, type and activity. The focus of this document is on organizations that directly offer and provide products and services to consumers.
This document 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 this document can complement an organization’s quality management system.
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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 Information integrity
4.7 Transparency
4.8 Choice
4.9 Accessibility
4.10 Responsiveness
4.11 Timeliness
4.12 Consent
4.13 Accountability
4.14 Legality
4.15 Privacy
4.16 Data protection
4.17 Safety
4.18 Sustainability
4.19 Integration
4.20 Customer-focused approach
4.21 Improvement
5 Business-to-consumer electronic commerce transaction system
5.1 Context of the organization
5.2 Framework
5.3 Objectives
5.4 Processes
5.4.1 General
5.4.2 Single-phase processes
5.4.3 Multi-phase processes
5.5 Resources
5.5.1 General
5.5.2 B2C ECT providers
5.5.3 Procedures
5.5.4 Internal and external communication plan
5.6 Connectivity
6 Single-phase processes
6.1 Pre-transaction phase
6.1.1 General
6.1.2 Content creation
6.1.3 Content delivery
6.1.4 Content governance
6.2 In-transaction phase
6.2.1 General
6.2.2 Initial selection support
6.2.3 Consumer identification
6.2.4 Final quote
6.2.5 Payment selection support
6.2.6 Payment authorization
6.2.7 Order confirmation
6.3 Post-transaction phase
6.3.1 General
6.3.2 Delivery
6.3.3 Correction
6.3.4 Return and exchange
7 Multi-phase processes
7.1 Consumer interaction
7.1.1 General
7.1.2 B2C ECT code
7.1.3 Consumer support
7.1.4 Feedback handling
7.1.5 Complaints handling and external dispute resolution
7.2 Consumer data management
7.2.1 General
7.2.2 Security
7.2.3 Privacy
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 (informative) Guidance on information provision
Annex D (informative) Guidance concerning an organization’s B2C ECT code
Bibliography
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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 Information integrity
4.7 Transparency
4.8 Choice
4.9 Accessibility
4.10 Responsiveness
4.11 Timeliness
4.12 Consent
4.13 Accountability
4.14 Legality
4.15 Privacy
4.16 Data protection
4.17 Safety
4.18 Sustainability
4.19 Integration
4.20 Customer-focused approach
4.21 Improvement
5 Business-to-consumer electronic commerce transaction system
5.1 Context of the organization
5.2 Framework
5.3 Objectives
5.4 Processes
5.4.1 General
5.4.2 Single-phase processes
5.4.3 Multi-phase processes
5.5 Resources
5.5.1 General
5.5.2 B2C ECT providers
5.5.3 Procedures
5.5.4 Internal and external communication plan
5.6 Connectivity
6 Single-phase processes
6.1 Pre-transaction phase
6.1.1 General
6.1.2 Content creation
6.1.3 Content delivery
6.1.4 Content governance
6.2 In-transaction phase
6.2.1 General
6.2.2 Initial selection support
6.2.3 Consumer identification
6.2.4 Final quote
6.2.5 Payment selection support
6.2.6 Payment authorization
6.2.7 Order confirmation
6.3 Post-transaction phase
6.3.1 General
6.3.2 Delivery
6.3.3 Correction
6.3.4 Return and exchange
7 Multi-phase processes
7.1 Consumer interaction
7.1.1 General
7.1.2 B2C ECT code
7.1.3 Consumer support
7.1.4 Feedback handling
7.1.5 Complaints handling and external dispute resolution
7.2 Consumer data management
7.2.1 General
7.2.2 Security
7.2.3 Privacy
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 (informative) Guidance on information provision
Annex D (informative) Guidance concerning an organization’s B2C ECT code
Bibliography