ISO 10008:2022
(Main)Quality management — Customer satisfaction — Guidance for business-to-consumer electronic commerce transactions
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.
Management de la qualité — Satisfaction client — Lignes directrices pour les transactions de commerce électronique entre commerçant et consommateur
Le présent document fournit des recommandations relatives à la planification, à la conception, au développement, à la mise en œuvre, à la tenue à jour et à l’amélioration d’un système efficace et efficient de transaction de commerce électronique entre commerçant et consommateur (TCE CC) au sein d’un organisme. Il s’applique à tout organisme engagé ou envisageant de s’engager dans une TCE CC, quels que soient sa taille, son type et son activité. Le présent document se concentre sur les organismes qui offrent et fournissent directement des produits et services aux consommateurs. Le présent document vise à permettre aux organismes de mettre en place un système TCE CC loyal, efficace, efficient, transparent et sûr afin d’améliorer la confiance des consommateurs dans les transactions de type TCE CC et d’accroître la satisfaction des consommateurs. Il a pour objet les transactions de type TCE CC concernant les consommateurs en tant que sous-ensemble des clients. Le respect des recommandations du présent document peut venir en complément du système de management de la qualité d’un organisme.
Vodenje kakovosti - Zadovoljstvo odjemalcev - Napotki za elektronsko poslovanje organizacij s potrošniki
Ta dokument vsebuje smernice za načrtovanje, projektiranje, razvoj, uvajanje, vzdrževanje ter izboljšavo zmogljivega in učinkovitega elektronsko-trgovskega poslovanja podjetja s potrošniki (B2C ECT) v organizaciji.
Uporaben je za vsako organizacijo, ki se ukvarja ali se namerava ukvarjati z elektronsko-trgovskim poslovanjem podjetja s potrošniki, ne glede na velikost, vrsto in dejavnost. Ta dokument se osredotoča na organizacije, ki strankam neposredno ponujajo oziroma zagotavljajo izdelke in storitve.
Namen tega dokumenta je organizacijam omogočiti, da vzpostavijo pošten, zmogljiv, učinkovit, odkrit in varen elektronsko-trgovski sistem poslovanja podjetja s potrošniki, ter povečati zadovoljstvo potrošnikov. Namenjen je elektronsko-trgovskim sistemom poslovanja podjetja s potrošniki kot podrazredu potrošnikov.
Smernice, podane v tem dokumentu, lahko dopolnjujejo sistem vodenja kakovosti organizacije.
General Information
Relations
Buy Standard
Standards Content (Sample)
SLOVENSKI STANDARD
SIST ISO 10008:2022
01-oktober-2022
Nadomešča:
SIST ISO 10008:2013
Vodenje kakovosti - Zadovoljstvo odjemalcev - Napotki za elektronsko poslovanje
organizacij s potrošniki
Quality management - Customer satisfaction - Guidance for business-to-consumer
electronic commerce transactions
Management de la qualité - Satisfaction client - Lignes directrices pour les transactions
de commerce électronique entre commerçant et consommateur
Ta slovenski standard je istoveten z: ISO 10008:2022
ICS:
03.080.01 Storitve na splošno Services in general
03.120.10 Vodenje in zagotavljanje Quality management and
kakovosti quality assurance
SIST ISO 10008:2022 en,fr
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
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SIST ISO 10008:2022
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SIST ISO 10008:2022
INTERNATIONAL ISO
STANDARD 10008
Second edition
2022-08
Quality management — Customer
satisfaction — Guidance for business-
to-consumer electronic commerce
transactions
Management de la qualité — Satisfaction client — Lignes directrices
pour les transactions de commerce électronique entre commerçant et
consommateur
Reference number
ISO 10008:2022(E)
© ISO 2022
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SIST ISO 10008:2022
ISO 10008:2022(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO 2022
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting on
the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address below
or ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: +41 22 749 01 11
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
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© ISO 2022 – All rights reserved
---------------------- Page: 4 ----------------------
SIST ISO 10008:2022
ISO 10008:2022(E)
Contents Page
Foreword .v
Introduction . vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Guiding principles . 2
4.1 General . 2
4.2 Commitment . 3
4.3 Capacity . 3
4.4 Competence . 3
4.5 Suitability . 3
4.6 Information integrity . 3
4.7 Transparency . 3
4.8 Choice . 3
4.9 Accessibility . 3
4.10 Responsiveness . 4
4.11 Timeliness . 4
4.12 Consent . 4
4.13 Accountability . 4
4.14 Legality . 4
4.15 Privacy . 4
4.16 Data protection . 4
4.17 Safety. 5
4.18 Sustainability . 5
4.19 Integration. 5
4.20 Customer-focused approach . 5
4.21 Improvement . 5
5 Business-to-consumer electronic commerce transaction system .5
5.1 Context of the organization . . 5
5.2 Framework . 6
5.3 Objectives . 6
5.4 Processes . 7
5.4.1 General . 7
5.4.2 Single-phase processes . 8
5.4.3 Multi-phase processes . 8
5.5 Resources . 9
5.5.1 General . 9
5.5.2 B2C ECT providers . 9
5.5.3 Procedures . 9
5.5.4 Internal and external communication plan. 9
5.6 Connectivity . 10
6 Single-phase processes .10
6.1 Pre-transaction phase . . 10
6.1.1 General . 10
6.1.2 Content creation . 10
6.1.3 Content delivery . 10
6.1.4 Content governance .12
6.2 In-transaction phase . 13
6.2.1 General .13
6.2.2 Initial selection support . 13
6.2.3 Consumer identification . 14
6.2.4 Final quote . 14
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SIST ISO 10008:2022
ISO 10008:2022(E)
6.2.5 Payment selection support . 15
6.2.6 Payment authorization . 16
6.2.7 Order confirmation . 16
6.3 Post-transaction phase . 16
6.3.1 General . 16
6.3.2 Delivery. 17
6.3.3 Correction . 17
6.3.4 Return and exchange . 18
7 Multi-phase processes .18
7.1 Consumer interaction . 18
7.1.1 General . 18
7.1.2 B2C ECT code . 18
7.1.3 Consumer support. 19
7.1.4 Feedback handling . 19
7.1.5 Complaints handling and external dispute resolution . 19
7.2 Consumer data management .20
7.2.1 General .20
7.2.2 Security . . .20
7.2.3 Privacy . 20
8 Maintenance and improvement .21
8.1 Collection of information . 21
8.2 Evaluation of performance of the B2C ECT system . 21
8.3 Satisfaction with the B2C ECT system . 21
8.4 Review of the B2C ECT system . 21
8.5 Continual improvement . 22
Annex A (informative) Customer satisfaction and consumer needs in the B2C ECT context .23
Annex B (informative) Supplementary references .25
Annex C (informative) Guidance on information provision .27
Annex D (informative) Guidance concerning an organization’s B2C ECT code .30
Bibliography .32
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SIST ISO 10008:2022
ISO 10008:2022(E)
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.
ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for the
different types of ISO documents should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of
any patent rights identified during the development of the document will be in the Introduction and/or
on the ISO list of patent declarations received (see www.iso.org/patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO’s adherence to
the World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT), see
www.iso.org/iso/foreword.html.
This document was prepared by Technical Committee ISO/TC 176, Quality management and quality
assurance, Subcommittee SC 3, Supporting technologies.
This second edition cancels and replaces the first edition (ISO 10008:2013), which has been technically
revised.
The main changes are as follows:
— alignment with ISO 9000:2015;
— alignment with ISO 9001:2015;
— improved alignment with ISO 10001, ISO 10002, ISO 10003 and ISO 10004.
Any feedback or questions on this document should be directed to the user’s national standards body. A
complete listing of these bodies can be found at www.iso.org/members.html.
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© ISO 2022 – All rights reserved
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SIST ISO 10008:2022
ISO 10008:2022(E)
Introduction
0.1 General
Electronic commerce offers the convenience of being able to research and select from a wide range of
products and services, but consumers must usually do so without the benefit of face-to-face interactions.
The related transactions can take place across international borders, sometimes without the consumer
realizing this, and the levels of consumer protection can be different from those to which the consumer
is accustomed.
This document provides guidance to organizations for planning, designing, developing, implementing,
maintaining and improving an effective and efficient system concerning business-to-consumer
electronic commerce transactions (B2C ECTs).
An effective and efficient B2C ECT system can assist consumers and organizations in addressing all
aspects of a transaction.
This document gives guidance on how organizations can implement such a B2C ECT system and thereby:
a) provide a basis for consumers to have increased confidence in B2C ECTs;
b) enhance the ability of organizations to satisfy consumers;
c) reduce complaints and disputes.
A B2C ECT involves electronic interactions between the organization and the consumer, when accessed
by the consumer through any device with wired or wireless connectivity (e.g. personal computers,
e-tablets, personal digital assistants, cell phones). For the purposes of this document, a B2C ECT can
also involve other data-based telecommunications networks (e.g. short-text messaging) and various
interfaces, including websites, social media web pages, apps and emails.
1)
NOTE ISO 32111 provides principles and framework for electronic commerce transaction assurance.
The guidance in this document is intended to apply to situations where a substantial part of the B2C
ECT, including at least one in-transaction phase process (e.g. processing of payment, confirmation by
the consumer of the agreement, delivery of products and services) is facilitated by electronic methods.
It also can be useful where no B2C ECT takes place, but there is some online interaction between the
organization and the consumer, such as when an organization advertises online and does not sell
products or services online. Where distance selling does not include an online component (e.g. a mail
order), it is not the subject of this document, but some of the guidance provided can be relevant.
Considered broadly, business-to-consumer e-commerce involves a wide variety of organizations
engaged in many different activities. The focus of this document is on the organizations that directly
offer products and services to consumers, whether via their own platforms or via online marketplaces.
However, the guidance provided can be relevant to other organizations involved in any B2C ECT
transaction, including online marketplaces and price comparison sites. There are also separate
standards for organizations that facilitate transactions between consumers and providers, and
organizations that provide consumers access to publicly accessible processes where they can review
and rate products and services offered by their organizations, and access the reviews and ratings of
other consumers (see ISO 42500 and ISO 20488).
The guidance in this document is not intended to apply to online transactions completed between
individuals (“consumer-to-consumer”). However, the guidance in this document can be relevant to
third-party organizations that provide online services to facilitate consumer-to-consumer transactions
(e.g. online marketplaces).
1) Under preparation. Stage at the time of publication: ISO/DIS 32111:2022.
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SIST ISO 10008:2022
ISO 10008:2022(E)
0.2 Relationship with ISO 9001 and ISO 9004
This document is compatible with ISO 9001 and ISO 9004 and supports the objectives of these two
standards through the effective and efficient application of a B2C ECT system. This document can also
be used independently of ISO 9001 and ISO 9004.
ISO 9001 specifies requirements for a quality management system. A B2C ECT system implemented
in accordance with this document (i.e. ISO 10008) can be used as an element of a quality management
system.
ISO 9004 provides guidance to achieve sustained success of an organization. The use of this document
can enhance performance regarding B2C ECTs, as well as increase the satisfaction of consumers and
other relevant interested parties to facilitate the achievement of sustained success. It can also facilitate
the continual improvement of the quality of products, services and processes based on feedback from
consumers and other relevant interested parties.
NOTE Other relevant interested parties can include customers, providers, industry associations and their
members, consumer organizations, relevant government agencies, regulatory authorities, personnel, owners and
others who are affected by an organization’s B2C ECT system.
0.3 Relationship with ISO 10001, ISO 10002, ISO 10003 and ISO 10004
This document is compatible with ISO 10001, ISO 10002, ISO 10003 and ISO 10004. These five standards
can be used either independently or in conjunction with each other. When used together, the standards
can be part of a broader and integrated framework for enhanced customer satisfaction in both the B2C
and non-B2C contexts.
Organizations can use the guidance contained in ISO 10001 to plan, design, develop, implement,
maintain and improve a B2C ECT code as part of the B2C ECT system. The complaints handling, dispute
resolution and customer satisfaction monitoring and measuring processes described in ISO 10002,
ISO 10003 and ISO 10004, respectively, can form important parts of a B2C ECT system.
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SIST ISO 10008:2022
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SIST ISO 10008:2022
INTERNATIONAL STANDARD ISO 10008:2022(E)
Quality management — Customer satisfaction —
Guidance for business-to-consumer electronic commerce
transactions
1 Scope
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.
2 Normative references
The following documents are referred to in the text in such a way that some or all of their content
constitutes requirements of this document. For dated references, only the edition cited applies. For
undated references, the latest edition of the referenced document (including any amendments) applies.
ISO 9000, Quality management systems — Fundamentals and vocabulary
3 Terms and definitions
For the purposes of this document, the terms and definitions given in ISO 9000 and the following apply.
ISO and IEC maintain terminology databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at https:// www .iso .org/ obp
— IEC Electropedia: available at https:// www .electropedia .org/
3.1
business-to-consumer electronic commerce transaction
B2C ECT
set of interactions between an organization (3.2) and a consumer (3.3) for the provision of products and
services, facilitated online
3.2
organization
person or group of people that has its own functions with responsibilities, authorities and relationships
to achieve its objectives
Note 1 to entry: The concept of organization includes, but is not limited to, sole-trader, company, corporation,
firm, enterprise, authority, partnership, association, charity or institution, or part or combination thereof,
whether incorporated or not, public or private.
Note 2 to entry: Additional examples include shop and retailer.
1
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SIST ISO 10008:2022
ISO 10008:2022(E)
[SOURCE: ISO 9000:2015, 3.2.1, modified — Note 2 to entry has been replaced.]
3.3
consumer
individual member of the general public who is the end user of products and services
Note 1 to entry: For the purposes of this document, use of the term “consumer” includes a range of potential and
existing product or service users, e.g.
— those thinking about using or purchasing a product or a service;
— those who have purchased a one-off produ
...
INTERNATIONAL ISO
STANDARD 10008
Second edition
2022-08
Quality management — Customer
satisfaction — Guidance for business-
to-consumer electronic commerce
transactions
Management de la qualité — Satisfaction client — Lignes directrices
pour les transactions de commerce électronique entre commerçant et
consommateur
Reference number
ISO 10008:2022(E)
© ISO 2022
---------------------- Page: 1 ----------------------
ISO 10008:2022(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO 2022
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting on
the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address below
or ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: +41 22 749 01 11
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
ii
© ISO 2022 – All rights reserved
---------------------- Page: 2 ----------------------
ISO 10008:2022(E)
Contents Page
Foreword .v
Introduction . vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Guiding principles . 2
4.1 General . 2
4.2 Commitment . 3
4.3 Capacity . 3
4.4 Competence . 3
4.5 Suitability . 3
4.6 Information integrity . 3
4.7 Transparency . 3
4.8 Choice . 3
4.9 Accessibility . 3
4.10 Responsiveness . 4
4.11 Timeliness . 4
4.12 Consent . 4
4.13 Accountability . 4
4.14 Legality . 4
4.15 Privacy . 4
4.16 Data protection . 4
4.17 Safety. 5
4.18 Sustainability . 5
4.19 Integration. 5
4.20 Customer-focused approach . 5
4.21 Improvement . 5
5 Business-to-consumer electronic commerce transaction system .5
5.1 Context of the organization . . 5
5.2 Framework . 6
5.3 Objectives . 6
5.4 Processes . 7
5.4.1 General . 7
5.4.2 Single-phase processes . 8
5.4.3 Multi-phase processes . 8
5.5 Resources . 9
5.5.1 General . 9
5.5.2 B2C ECT providers . 9
5.5.3 Procedures . 9
5.5.4 Internal and external communication plan. 9
5.6 Connectivity . 10
6 Single-phase processes .10
6.1 Pre-transaction phase . . 10
6.1.1 General . 10
6.1.2 Content creation . 10
6.1.3 Content delivery . 10
6.1.4 Content governance .12
6.2 In-transaction phase . 13
6.2.1 General .13
6.2.2 Initial selection support . 13
6.2.3 Consumer identification . 14
6.2.4 Final quote . 14
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© ISO 2022 – All rights reserved
---------------------- Page: 3 ----------------------
ISO 10008:2022(E)
6.2.5 Payment selection support . 15
6.2.6 Payment authorization . 16
6.2.7 Order confirmation . 16
6.3 Post-transaction phase . 16
6.3.1 General . 16
6.3.2 Delivery. 17
6.3.3 Correction . 17
6.3.4 Return and exchange . 18
7 Multi-phase processes .18
7.1 Consumer interaction . 18
7.1.1 General . 18
7.1.2 B2C ECT code . 18
7.1.3 Consumer support. 19
7.1.4 Feedback handling . 19
7.1.5 Complaints handling and external dispute resolution . 19
7.2 Consumer data management .20
7.2.1 General .20
7.2.2 Security . . .20
7.2.3 Privacy . 20
8 Maintenance and improvement .21
8.1 Collection of information . 21
8.2 Evaluation of performance of the B2C ECT system . 21
8.3 Satisfaction with the B2C ECT system . 21
8.4 Review of the B2C ECT system . 21
8.5 Continual improvement . 22
Annex A (informative) Customer satisfaction and consumer needs in the B2C ECT context .23
Annex B (informative) Supplementary references .25
Annex C (informative) Guidance on information provision .27
Annex D (informative) Guidance concerning an organization’s B2C ECT code .30
Bibliography .32
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© ISO 2022 – All rights reserved
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ISO 10008:2022(E)
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.
ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for the
different types of ISO documents should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of
any patent rights identified during the development of the document will be in the Introduction and/or
on the ISO list of patent declarations received (see www.iso.org/patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO’s adherence to
the World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT), see
www.iso.org/iso/foreword.html.
This document was prepared by Technical Committee ISO/TC 176, Quality management and quality
assurance, Subcommittee SC 3, Supporting technologies.
This second edition cancels and replaces the first edition (ISO 10008:2013), which has been technically
revised.
The main changes are as follows:
— alignment with ISO 9000:2015;
— alignment with ISO 9001:2015;
— improved alignment with ISO 10001, ISO 10002, ISO 10003 and ISO 10004.
Any feedback or questions on this document should be directed to the user’s national standards body. A
complete listing of these bodies can be found at www.iso.org/members.html.
v
© ISO 2022 – All rights reserved
---------------------- Page: 5 ----------------------
ISO 10008:2022(E)
Introduction
0.1 General
Electronic commerce offers the convenience of being able to research and select from a wide range of
products and services, but consumers must usually do so without the benefit of face-to-face interactions.
The related transactions can take place across international borders, sometimes without the consumer
realizing this, and the levels of consumer protection can be different from those to which the consumer
is accustomed.
This document provides guidance to organizations for planning, designing, developing, implementing,
maintaining and improving an effective and efficient system concerning business-to-consumer
electronic commerce transactions (B2C ECTs).
An effective and efficient B2C ECT system can assist consumers and organizations in addressing all
aspects of a transaction.
This document gives guidance on how organizations can implement such a B2C ECT system and thereby:
a) provide a basis for consumers to have increased confidence in B2C ECTs;
b) enhance the ability of organizations to satisfy consumers;
c) reduce complaints and disputes.
A B2C ECT involves electronic interactions between the organization and the consumer, when accessed
by the consumer through any device with wired or wireless connectivity (e.g. personal computers,
e-tablets, personal digital assistants, cell phones). For the purposes of this document, a B2C ECT can
also involve other data-based telecommunications networks (e.g. short-text messaging) and various
interfaces, including websites, social media web pages, apps and emails.
1)
NOTE ISO 32111 provides principles and framework for electronic commerce transaction assurance.
The guidance in this document is intended to apply to situations where a substantial part of the B2C
ECT, including at least one in-transaction phase process (e.g. processing of payment, confirmation by
the consumer of the agreement, delivery of products and services) is facilitated by electronic methods.
It also can be useful where no B2C ECT takes place, but there is some online interaction between the
organization and the consumer, such as when an organization advertises online and does not sell
products or services online. Where distance selling does not include an online component (e.g. a mail
order), it is not the subject of this document, but some of the guidance provided can be relevant.
Considered broadly, business-to-consumer e-commerce involves a wide variety of organizations
engaged in many different activities. The focus of this document is on the organizations that directly
offer products and services to consumers, whether via their own platforms or via online marketplaces.
However, the guidance provided can be relevant to other organizations involved in any B2C ECT
transaction, including online marketplaces and price comparison sites. There are also separate
standards for organizations that facilitate transactions between consumers and providers, and
organizations that provide consumers access to publicly accessible processes where they can review
and rate products and services offered by their organizations, and access the reviews and ratings of
other consumers (see ISO 42500 and ISO 20488).
The guidance in this document is not intended to apply to online transactions completed between
individuals (“consumer-to-consumer”). However, the guidance in this document can be relevant to
third-party organizations that provide online services to facilitate consumer-to-consumer transactions
(e.g. online marketplaces).
1) Under preparation. Stage at the time of publication: ISO/DIS 32111:2022.
vi
© ISO 2022 – All rights reserved
---------------------- Page: 6 ----------------------
ISO 10008:2022(E)
0.2 Relationship with ISO 9001 and ISO 9004
This document is compatible with ISO 9001 and ISO 9004 and supports the objectives of these two
standards through the effective and efficient application of a B2C ECT system. This document can also
be used independently of ISO 9001 and ISO 9004.
ISO 9001 specifies requirements for a quality management system. A B2C ECT system implemented
in accordance with this document (i.e. ISO 10008) can be used as an element of a quality management
system.
ISO 9004 provides guidance to achieve sustained success of an organization. The use of this document
can enhance performance regarding B2C ECTs, as well as increase the satisfaction of consumers and
other relevant interested parties to facilitate the achievement of sustained success. It can also facilitate
the continual improvement of the quality of products, services and processes based on feedback from
consumers and other relevant interested parties.
NOTE Other relevant interested parties can include customers, providers, industry associations and their
members, consumer organizations, relevant government agencies, regulatory authorities, personnel, owners and
others who are affected by an organization’s B2C ECT system.
0.3 Relationship with ISO 10001, ISO 10002, ISO 10003 and ISO 10004
This document is compatible with ISO 10001, ISO 10002, ISO 10003 and ISO 10004. These five standards
can be used either independently or in conjunction with each other. When used together, the standards
can be part of a broader and integrated framework for enhanced customer satisfaction in both the B2C
and non-B2C contexts.
Organizations can use the guidance contained in ISO 10001 to plan, design, develop, implement,
maintain and improve a B2C ECT code as part of the B2C ECT system. The complaints handling, dispute
resolution and customer satisfaction monitoring and measuring processes described in ISO 10002,
ISO 10003 and ISO 10004, respectively, can form important parts of a B2C ECT system.
vii
© ISO 2022 – All rights reserved
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INTERNATIONAL STANDARD ISO 10008:2022(E)
Quality management — Customer satisfaction —
Guidance for business-to-consumer electronic commerce
transactions
1 Scope
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.
2 Normative references
The following documents are referred to in the text in such a way that some or all of their content
constitutes requirements of this document. For dated references, only the edition cited applies. For
undated references, the latest edition of the referenced document (including any amendments) applies.
ISO 9000, Quality management systems — Fundamentals and vocabulary
3 Terms and definitions
For the purposes of this document, the terms and definitions given in ISO 9000 and the following apply.
ISO and IEC maintain terminology databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at https:// www .iso .org/ obp
— IEC Electropedia: available at https:// www .electropedia .org/
3.1
business-to-consumer electronic commerce transaction
B2C ECT
set of interactions between an organization (3.2) and a consumer (3.3) for the provision of products and
services, facilitated online
3.2
organization
person or group of people that has its own functions with responsibilities, authorities and relationships
to achieve its objectives
Note 1 to entry: The concept of organization includes, but is not limited to, sole-trader, company, corporation,
firm, enterprise, authority, partnership, association, charity or institution, or part or combination thereof,
whether incorporated or not, public or private.
Note 2 to entry: Additional examples include shop and retailer.
1
© ISO 2022 – All rights reserved
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ISO 10008:2022(E)
[SOURCE: ISO 9000:2015, 3.2.1, modified — Note 2 to entry has been replaced.]
3.3
consumer
individual member of the general public who is the end user of products and services
Note 1 to entry: For the purposes of this document, use of the term “consumer” includes a range of potential and
existing product or service users, e.g.
— those thinking about using or purchasing a product or a service;
— those who have purchased a one-off product or service;
— those in a short- or long-term product or service contract;
— end users of a product or a service paying directly for the product or service;
— end users of a product or a service not paying for the product or service.
Note 2 to entry: The end user might not be the customer who purchased the product or service, e.g. persons
having a meal at a restaurant that is paid for either by one person in this group or by a different person.
[SOURCE: ISO/IEC Guide 76:2020, 3.5, modified — The phrase “services or service-related goods (e.g. a
smart speaker)” has been replaced by “products and services” and the term “product” has been added
to the term “service” in the notes to entry.]
3.4
business-to-consumer electronic commerce transaction code
B2C ECT code
promise or set of promises made by organizations (3.2) to consumers (3.3), and related provisions in
support of B2C ECTs (3.1)
Note 1 to entry: Promises can include elements of what are commonly referred to as “terms and conditions”.
3.5
business-to-consumer electronic commerce transaction provider
B2C ECT provider
organization (3.2) that supplies a B2C ECT (3.1) process or activity to the organizati
...
SLOVENSKI STANDARD
oSIST ISO/DIS 10008:2021
01-december-2021
Vodenje kakovosti - Zadovoljstvo odjemalcev - Napotki za elektronsko poslovanje
organizacij s potrošniki
Quality management - Customer satisfaction - Guidance for business-to-consumer
electronic commerce transactions
Titre manque
Ta slovenski standard je istoveten z: ISO/DIS 10008
ICS:
03.080.01 Storitve na splošno Services in general
03.120.10 Vodenje in zagotavljanje Quality management and
kakovosti quality assurance
oSIST ISO/DIS 10008:2021 en
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
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oSIST ISO/DIS 10008:2021
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oSIST ISO/DIS 10008:2021
DRAFT INTERNATIONAL STANDARD
ISO/DIS 10008
ISO/TC 176/SC 3 Secretariat: NEN
Voting begins on: Voting terminates on:
2021-10-07 2021-12-30
Quality management — Customer satisfaction —
Guidance for business-to-consumer electronic commerce
transactions
ICS: 03.120.10
THIS DOCUMENT IS A DRAFT CIRCULATED
FOR COMMENT AND APPROVAL. IT IS
THEREFORE SUBJECT TO CHANGE AND MAY
NOT BE REFERRED TO AS AN INTERNATIONAL
STANDARD UNTIL PUBLISHED AS SUCH.
IN ADDITION TO THEIR EVALUATION AS
BEING ACCEPTABLE FOR INDUSTRIAL,
This document is circulated as received from the committee secretariat.
TECHNOLOGICAL, COMMERCIAL AND
USER PURPOSES, DRAFT INTERNATIONAL
STANDARDS MAY ON OCCASION HAVE TO
BE CONSIDERED IN THE LIGHT OF THEIR
POTENTIAL TO BECOME STANDARDS TO
WHICH REFERENCE MAY BE MADE IN
Reference number
NATIONAL REGULATIONS.
ISO/DIS 10008:2021(E)
RECIPIENTS OF THIS DRAFT ARE INVITED
TO SUBMIT, WITH THEIR COMMENTS,
NOTIFICATION OF ANY RELEVANT PATENT
RIGHTS OF WHICH THEY ARE AWARE AND TO
©
PROVIDE SUPPORTING DOCUMENTATION. ISO 2021
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oSIST ISO/DIS 10008:2021
ISO/DIS 10008:2021(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO 2021
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting
on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address
below or ISO’s member body in the country of the requester.
ISO copyright office
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Phone: +41 22 749 01 11
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
ii © ISO 2021 – All rights reserved
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oSIST ISO/DIS 10008:2021
ISO/DIS 10008:2021(E)
Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Guiding principles . 2
4.1 General . 2
4.2 Commitment . 3
4.3 Capacity . 3
4.4 Competence . 3
4.5 Suitability . 3
4.6 Information integrity . 3
4.7 Transparency . 3
4.8 Choice . 3
4.9 Accessibility . 3
4.10 Responsiveness . 4
4.11 Timeliness . 4
4.12 Consent . 4
4.13 Accountability . 4
4.14 Legality . 4
4.15 Privacy . 4
4.16 Data protection . 4
4.17 Safety . 4
4.18 Sustainability . 5
4.19 Integration . 5
4.20 Customer-focused approach . 5
4.21 Improvement . 5
5 Business-to-consumer electronic commerce transaction system .5
5.1 Context of the organization . 5
5.2 Framework . 5
5.3 Objectives. 6
5.4 Processes . 7
5.4.1 General. 7
5.4.2 Single-phase processes . . 8
5.4.3 Multi-phase processes . 8
5.5 Resources . 9
5.5.1 General. 9
5.5.2 B2C ECT providers . 9
5.5.3 Procedures . 9
5.5.4 Internal and external communication plan . 9
5.6 Connectivity .10
6 Single-phase processes .10
6.1 Pre-transaction phase .10
6.1.1 General.10
6.1.2 Content creation .10
6.1.3 Content delivery .10
6.1.4 Content governance .12
6.2 In-transaction phase .13
6.2.1 General.13
6.2.2 Initial selection support.13
6.2.3 Consumer identification .14
6.2.4 Final quote . .14
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oSIST ISO/DIS 10008:2021
ISO/DIS 10008:2021(E)
6.2.5 Payment selection support .15
6.2.6 Payment authorization .16
6.2.7 Order confirmation .16
6.3 Post-transaction phase.16
6.3.1 General.16
6.3.2 Delivery .16
6.3.3 Correction .17
6.3.4 Return and exchange .18
7 Multi-phase processes .18
7.1 Consumer interaction .18
7.1.1 General.18
7.1.2 B2C ECT code .18
7.1.3 Consumer support .19
7.1.4 Feedback handling .19
7.1.5 Complaints handling and external dispute resolution .19
7.2 Consumer data management .20
7.2.1 General.20
7.2.2 Security .20
7.2.3 Privacy .20
8 Maintenance and improvement .21
8.1 Collection of information .21
8.2 Evaluation of performance of the B2C ECT system .21
8.3 Satisfaction with the B2C ECT system .21
8.4 Review of the B2C ECT system .21
8.5 Continual improvement .22
Annex A (informative) Customer satisfaction and consumer needs in the B2C ECT context .23
Annex B (informative) Supplementary references .25
Annex C (informative) Guidance on information provision .27
Annex D (informative) Guidance concerning an organization's B2C ECT Code .30
Bibliography .32
iv © ISO 2021 – All rights reserved
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oSIST ISO/DIS 10008:2021
ISO/DIS 10008:2021(E)
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.
ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the
different types of ISO documents should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www .iso .org/ directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of
any patent rights identified during the development of the document will be in the Introduction and/or
on the ISO list of patent declarations received (see www .iso .org/ patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation on the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO's adherence to the
World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see the following
URL: www .iso .org/ iso/ foreword .html.
This document was prepared by Technical Committee ISO/TC 176, Quality management and quality
assurance, Subcommittee SC 3, Supporting technologies.
This second edition cancels and replaces the first edition (ISO 10008:2013), which has been technically
revised.
The main changes compared to the previous edition are as follows:
— alignment with ISO 9000:2015;
— alignment with ISO 9001:2015;
— improved alignment with ISO 10001, ISO 10002, ISO 10003 and ISO 10004.
© ISO 2021 – All rights reserved v
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oSIST ISO/DIS 10008:2021
ISO/DIS 10008:2021(E)
Introduction
0.1 General
Electronic commerce offers the convenience of being able to research and select from a wide range of
products and services, but consumers must usually do so without the benefit of face-to-face interactions.
The related transactions can take place across international borders, sometimes without the consumer
realizing this, and the levels of consumer protection may be different from those to which the consumer
is accustomed.
This document provides guidance to organizations for planning, designing, developing, implementing,
maintaining and improving an effective and efficient system concerning business-to-consumer
electronic commerce transactions (B2C ECTs).
An effective and efficient business-to-consumer electronic commerce transaction (B2C ECT) system
can assist consumers and organizations in addressing all aspects of a transaction.
This document gives guidance on how organizations can implement such a B2C ECT system and thereby:
a) provide a basis for consumers to have increased confidence in B2C ECTs;
b) enhance the ability of organizations to satisfy consumers;
c) reduce complaints and disputes.
A B2C ECT involves electronic interactions between the organization and the consumer, when accessed
by the consumer through any device with wired or wireless connectivity (e.g. personal computers,
e-tablets, personal digital assistants and cell phones). For the purposes of this document, a B2C ECT can
also involve other data-based telecommunications networks (e.g. short-text messaging) and various
interfaces, including websites, social media web pages, apps and e-mails.
NOTE ISO/CD 32111 (in preparation) provides principles and framework for electronic commerce
transaction assurance.
The guidance in this document is intended to apply to situations where a substantial part of the B2C
ECT, including at least one in-transaction phase process (e.g. processing of payment, confirmation
by the consumer of the agreement, or delivery of products and services) is facilitated by electronic
methods. It also could be useful where no B2C ECT takes place, but there is some online interaction
between the organization and the consumer, such as when an organization advertises online and does
not sell products or services online. Where distance selling does not include an online component, e.g.
a mail order, it is not the subject of this document, but some of the guidance provided could be relevant.
Considered broadly, business-to-consumer e-commerce involves a wide variety of organizations
engaged in many different activities. The focus of this document is on the organizations that directly
offer products and services to consumers, whether via their own platforms or via online marketplaces.
However, the guidance provided can be relevant to other organizations involved in any B2C ECT
transaction, including online marketplaces and price comparison sites. There are also separate
standards for organizations that facilitate transactions between consumers and providers, and
organizations that provide consumers access to publicly accessible processes where they can review
and rate products and services offered by their organizations, and access the reviews and ratings of
other consumers (see ISO/FDIS 42500 and ISO 20488).
The guidance in this document is not intended to apply to online transactions completed between
individuals (“consumer-to-consumer”). However, the guidance in this document could be relevant to
third party organizations that provide online services to facilitate consumer-to-consumer transactions
(e.g. online marketplaces).
0.2 Relationship with ISO 9001 and ISO 9004
vi © ISO 2021 – All rights reserved
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oSIST ISO/DIS 10008:2021
ISO/DIS 10008:2021(E)
This document is compatible with ISO 9001 and ISO 9004 and supports the objectives of these two
standards through the effective and efficient application of a B2C ECT system. This document can also
be used independently of ISO 9001 and ISO 9004.
ISO 9001 specifies requirements for a quality management system. A B2C ECT system implemented in
accordance with this document (ISO 10008) can be used as an element of a quality management system.
ISO 9004 provides guidance to achieve sustained success of an organization. The use of this document
can enhance performance regarding B2C ECTs, as well as increase the satisfaction of consumers and
other relevant interested parties to facilitate the achievement of sustained success. It can also facilitate
the continual improvement of the quality of products, services and processes based on feedback from
consumers and other relevant interested parties.
NOTE Other relevant interested parties can include customers, providers, industry associations and their
members, consumer organizations, relevant government agencies, regulatory authorities, personnel, owners and
others who are affected by an organization’s B2C ECT system.
0.3 Relationship with ISO 10001, ISO 10002, ISO 10003 and ISO 10004
This document is compatible with ISO 10001, ISO 10002, ISO 10003 and ISO 10004. These five standards
can be used either independently or in conjunction with each other. When used together, the standards
can be part of a broader and integrated framework for enhanced customer satisfaction in both the B2C
and non-B2C contexts.
Organizations can use the guidance contained in ISO 10001 to plan, design, develop, implement,
maintain and improve a B2C ECT code as part of the B2C ECT system. The complaints handling, dispute
resolution and customer satisfaction monitoring and measuring processes described in ISO 10002,
ISO 10003 and ISO 10004, respectively, can form important parts of a B2C ECT system.
© ISO 2021 – All rights reserved vii
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oSIST ISO/DIS 10008:2021
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oSIST ISO/DIS 10008:2021
DRAFT INTERNATIONAL STANDARD ISO/DIS 10008:2021(E)
Quality management — Customer satisfaction —
Guidance for business-to-consumer electronic commerce
transactions
1 Scope
This document 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. The focus of this document is on
organizations that directly offer and provide products and services to consumers.
This document is not intended to form part of a consumer contract or to change any rights or obligations
provided by applicable statutory and regulatory requirements.
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.
2 Normative references
The following documents, in whole or in part, are normatively referenced in this document and are
indispensable for its application. For dated references, only the edition cited applies. For undated
references, the latest edition of the referenced document (including any amendments) applies.
ISO 9000:2015, Quality management systems — Fundamentals and vocabulary
3 Terms and definitions
For the purposes of this document, the terms and definitions given in ISO 9000 and the following apply.
3.1
business-to-consumer electronic commerce transaction
B2C ECT
set of interactions between an organization (3.2) and a consumer (3.3) for the provision of products and
services facilitated online
3.2
organization
person or group of people that has its own functions with responsibilities, authorities and relationships
to achieve its objectives
Note 1 to entry: The concept of organization includes, but is not limited to, sole-trader, company, corporation,
firm, enterprise, authority, partnership, association, charity or institution, or part or combination thereof,
whether incorporated or not, public or private.
[SOURCE: ISO 9000: 2015, 3.2.1, modified – Note 2 to entry has been deleted]
Note 2 to entry: Additional examples include shop and retailer.
© ISO 2021 – All rights reserved 1
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...
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