ISO/DIS 10008

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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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

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

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

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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

Any trade name used in this document is information given for the convenience of users and does not

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

This document was prepared by Technical Committee ISO/TC 176, Quality management and quality

This second edition cancels and replaces the first edition (ISO 10008:2013), which has been technically

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

This document provides guidance to organizations for planning, designing, developing, implementing,

maintaining and improving an effective and efficient system concerning business-to-consumer

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 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

NOTE ISO/CD 32111 (in preparation) provides principles and framework for electronic commerce

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

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

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

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

NOTE Other relevant interested parties can include customers, providers, industry associations and their

members, consumer organizations, relevant government agencies, regulatory authorities, personnel, owners and

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

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.

This document provides guidance for planning, designing, developing, implementing, maintaining and

improving an effective and efficient business-to-consumer electronic commerce transaction (B2C ECT)

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

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.

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.

For the purposes of this document, the terms and definitions given in ISO 9000 and the following apply.

set of interactions between an organization (3.2) and a consumer (3.3) for the provision of products and

person or group of people that has its own functions with responsibilities, authorities and relationships

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,