ISO 10001:2007 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 10001:2007 is intended for use by organizations regardless of type, size and product provided, including organizations that design customer satisfaction codes of conduct for use by other organizations. Annex C gives guidance specifically for small businesses.

ISO 10001:2007 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 10002 Customer Satisfaction – Guidelines for Complaints Handling

ISO 10003 Customer Satisfaction – Dispute Resolution (External)

ISO 10004 Customer Satisfaction – Monitoring & Measuring


ISO 9001 Quality ISO 17025 Laboratory ISO 21001 Education ISO 29990- 29993 Learning & Development ISO 13485 Medical Devices ISO 15189 Medical Laboratory ISO 10000 Series Customer Satisfaction ISO 30301 Records/Document ISO 18404 Lean Six Sigma ISO 21500 Project Management ISO 20700 Management Consultancy ISO 16949 Automotive Quality Management JCI Accreditation
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