oSIST ISO/DIS 10008:2021

Quality management - Customer satisfaction - Guidance for business-to-consumer electronic commerce transactions

Titre manque

Vodenje kakovosti - Zadovoljstvo odjemalcev - Napotki za elektronsko poslovanje organizacij s potrošniki

General Information

• Status: Not Published
• Public Enquiry End Date: 29-Dec-2021
• ICS: 03.080.01 - Services in general
• ICS: 03.120.10 - Quality management and quality assurance
• Technical Committee: VZK - Quality management and quality assurance
• Current Stage: 4020 - Public enquire (PE) (Adopted Project)
• Start Date: 21-Oct-2021
• Due Date: 10-Mar-2022
• Ref Project: ISO/DIS 10008 - Quality management -- Customer satisfaction -- Guidance for business-to-consumer electronic commerce transactions

RELATIONS

• Revised: SIST ISO 10008:2013 - Quality Management - Customer satisfaction - Guidelines for business-to-consumer electronic commerce transactions
• Effective Date: 01-Dec-2021

Standards Content (sample)

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

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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

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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.
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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
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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.

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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.
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