TS ISO 10008

TS ISO 10008 is a guidance standard focused on customer satisfaction in business-to-consumer electronic commerce transactions. It provides a framework for planning, designing, developing, implementing, maintaining and improving a B2C e-commerce transaction system, with attention to fairness, effectiveness, efficiency, transparency and security.

The standard is aimed at organizations that directly offer products and services to consumers. In general technical terms, a B2C transaction covers the full customer journey in an online commerce environment: product information, ordering, payment, fulfilment or delivery, and the channels used for feedback or complaints. The standard connects customer satisfaction management with the operational realities of electronic commerce.

What the guidance is intended to support

From a technical perspective, a B2C ECT system is more than a storefront. It depends on clear information, reliable order handling, transaction integrity, user trust, record management and effective post-sale interaction working together. This standard is intended to help organizations set up a system that strengthens consumer confidence and can be used as a complement to an organization’s quality management system.

• It is guidance, not a product specification; it explains how a B2C e-commerce transaction system can be organized and improved.
• It applies to organizations of any size, type or activity that are engaged in, or planning to engage in, B2C ECT.
• It treats consumers as a subset of customers and addresses satisfaction in the specific context of consumer-facing transactions.
• It is intended to complement an organization’s quality management system rather than replace it.