FD ISO 10008

FD ISO 10008

September 2022
Published document Current

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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Main informations

Collections

National standards and national normative documents

Thematics

Management et performance

Publication date

September 2022

Number of pages

44 p.

Reference

FD ISO 10008

ICS Codes

03.100.20   Trade. Commercial function. Marketing
03.100.70   Management systems
03.120.10   Quality management and quality assurance

Classification index

X50-192

Print number

1

International kinship

ISO 10008:2022
Sumary
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.

Replaced standards (1)
FD ISO 10008
July 2013
Published document Cancelled
Quality Management - Customer satisfaction - Guidelines for business-to-consumer electronic commerce transactions

<p>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.</p> <p>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.</p> <p>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.</p> <p>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.</p> <p>The guidance given in ISO 10008:2013 can complement an organization's quality management system.</p>

Table of contents
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  • 1 Domaine d'application
  • 2 Références normatives
  • 3 Termes et définitions
  • 4 Principes directeurs
  • 5 Système de transaction de commerce électronique entre commerçant et consommateur
  • 6 Processus associés à une seule phase
  • 7 Processus associés à plusieurs phases
  • 8 Tenue à jour et amélioration
  • Annexe A (informative) Satisfaction du client et besoins des consommateurs dans le contexte de transactions TCE CC
  • Annexe B (informative) Références supplémentaires
  • Annexe C (informative) Recommandations relatives à la fourniture d'informations
  • Annexe D (informative) Recommandations concernant le code TCE CC d'un organisme
  • Bibliographie
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