Avant-propos

1 Domaine d'application

2 Termes et définitions

3 La voix du client

4 Utilité de la VoC (raison d'être)

5 Conditions préalables

6 La Collecte des " feedback clients "

7 Les outils/processus qui permettent l'écoute des clients sur tous les canaux y compris le digital

8 Les différents types de collectes

9 Analyse

10 Exploitation (Décisions et Plans d'actions)

11 Points de vigilance

To comply with a standard, you need to quickly understand its issues in order to determine its impact on your activity.

The Requirements department helps you quickly locate within the normative text:

• mandatory clauses to satisfy,
• non-essential but useful clauses to know, such as permissions and recommendations.

The identification of these types of clauses is based on the document "ISO/IEC Directives, Part 2 - Principles and rules of structure and drafting of ISO documents" as well as on a constantly enriched list of verbal forms.

With Requirements, quickly access the main part of the normative text!