IS 15610 : 2006 Guidelines for Measurement of Customer Satisfaction

1 Scope

1.1 This standard provides guidelines to anorganization to develop its processes for measuringcustomer satisfaction in all areas of interest to thecustomer and/or the organization which are generic,independent of any specific product, process, industry,or economic sector.

1.2 These guidelines cover objectives, provideelements of customer satisfaction measurementexercise, and suggest methods of evaluation.

2 References

The following standards contain provisions whichthrough reference in this text constitute provisions ofthis standard. At the time of publication, the editionsindicated were valid. All standards are subject torevision and parties to agreements based on thisstandard are encouraged to investigate the possibilityof applying the most recent editions of the standardsindicated below: