ISO 10001 provides guidance for planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct. ISO 10001:2007 is applicable to product-related codes containing promises made to customers by an organization concerning its behaviour. Such promises and related provisions are aimed at enhanced customer satisfaction. Annex A provides simplified examples of components of codes for different organizations.
ISO 10001 does not prescribe the substantive content of customer satisfaction codes of conduct, nor does it address other types of codes of conduct, such as those that relate to the interaction between an organization and its personnel, or between an organization and its suppliers.
ISO 10001 is not intended for certification or for contractual purposes, and it is not intended to change any rights or obligations provided by applicable statutory and regulatory requirements.
Commitment for code of conduct
Sufficient capacity of the organization for the development and implementation of code of conduct
Transparency towards customers, employees and other interested parties
Accessibility of the Code, that is easily found and applicable
Responsiveness of the organization in relating to the needs of customers
Accuracy of the code, should be not misleading, transparent and legally compliant
Assignment of responsibilities
Continual improvement of the effectiveness and efficiency of the code.
Strengthen the confidence of customers in the organization
Minimization of misunderstandings and complaintss
Identification of trends, thereby eliminating the causes of complaints and complaints
Boost customer-oriented behavior
Develop and improve skills of staff in customer care
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