FD ISO 10008

July 2013

Published document Cancelled

Quality Management - Customer satisfaction - Guidelines for business-to-consumer electronic commerce transactions

ISO 10008:2013 provides guidance for planning, designing, developing, implementing, maintaining and improving an effective and efficient business-to-consumer electronic commerce transaction (B2C ECT) system within an organization.It is applicable to any organization engaged in, or planning to be engaged in, a business-to-consumer electronic commerce transaction, regardless of size, type and activity.ISO 10008:2013 is not intended to form part of a consumer contract or to change any rights or obligations provided by applicable statutory and regulatory requirements.ISO 10008:2013 aims to enable organizations to set up a fair, effective, efficient, transparent and secure B2C ECT system, in order to enhance consumers' confidence in B2C ECTs and increase the satisfaction of consumers. It is aimed at B2C ECTs concerning consumers as a sub-set of customers.The guidance given in ISO 10008:2013 can complement an organization's quality management system.

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Main informations

Collections

National standards and national normative documents

Thematics

Management et performance

Publication date

July 2013

Number of pages

39 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 - 15/07/2013

International kinship

ISO 10008:2013

Sumary

Quality Management - Customer satisfaction - Guidelines for business-to-consumer electronic commerce transactions

It is applicable to any organization engaged in, or planning to be engaged in, a business-to-consumer electronic commerce transaction, regardless of size, type and activity.

ISO 10008:2013 is not intended to form part of a consumer contract or to change any rights or obligations provided by applicable statutory and regulatory requirements.

ISO 10008:2013 aims to enable organizations to set up a fair, effective, efficient, transparent and secure B2C ECT system, in order to enhance consumers' confidence in B2C ECTs and increase the satisfaction of consumers. It is aimed at B2C ECTs concerning consumers as a sub-set of customers.

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

Standard replaced by (1)

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.

Table of contents

Avant-propos
iv
Introduction
v
1 Domaine d'application
1
2 Références normatives
1
3 Termes et définitions
1
4 Principes directeurs
2
4.1 Généralités
2
4.2 Engagement
2
4.3 Capacité
3
4.4 Compétence
3
4.5 Adéquation
3
4.6 Exactitude
3
4.7 Transparence
3
4.8 Accessibilité
3
4.9 Réactivité
3
4.10 Consentement
3
4.11 Équité
3
4.12 Responsabilité
4
4.13 Légalité
4
4.14 Respect de la vie privée
4
4.15 Sécurité
4
4.16 Intégration
4
4.17 Amélioration
4
5 Système de transaction de commerce électronique entre commerçant et consommateur
4
5.1 Cadre
4
5.2 Objectifs
5
5.3 Processus
5
5.4 Ressources
7
5.5 Connectivité
8
6 Processus associés à une seule phase
9
6.1 Phase pré-transactionnelle
9
6.2 Phase transactionnelle
12
6.3 Phase post-transactionnelle
15
7 Processus associés à plusieurs phases
17
7.1 Interaction avec le consommateur
17
7.2 Gestion des données relatives aux consommateurs
18
8 Maintenance et amélioration
20
8.1 Collecte d'informations
20
8.2 Évaluation des performances du système TCE CC
20
8.3 Satisfaction associée au système TCE CC
20
8.4 Revue du système TCE CC
20
8.5 Amélioration continue
20
Annexe A (informative) Satisfaction du client et besoins des consommateurs dans le contexte de transactions TCE CC
22
Annexe B (informative) Références supplémentaires
24
Annexe C (normative) Lignes directrices relatives à la fourniture d'informations
26
Annexe D (informative) Lignes directrices concernant le code TCE CC d'un organisme
29
Bibliographie
31

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