TSE ISO/TS 24082

TSE ISO/TS 24082 is a technical document on service excellence that addresses how to design good services so they deliver outstanding customer experiences. It focuses on the way a service is conceived end to end, not just on delivery at the point of contact, and it highlights the combined role of touchpoints, expectation management and perceived value.

How service design connects to customer experience

In general technical terms, service design is the discipline of planning how people experience a service before, during and after they interact with it. Because services are largely experienced through interactions rather than a physical output, consistency, accessibility, clarity and feedback loops strongly influence satisfaction. A standard on this subject helps organizations think systematically about service quality and improve alignment between different touchpoints.

Organizational context covered by this document

According to its scope, the document applies to all organizations delivering services, including commercial organizations, public services and not-for-profit organizations. Its focus is on principles and activities for designing the service itself, so it is not limited to a single sector but offers a common framework for many types of service provider. That makes it relevant to organizations of different sizes and missions that want to improve customer experience.

• Centers customer experience in the service design stage.
• Offers a broad framework applicable to all types of service-delivery organizations.
• Addresses commercial, public and not-for-profit service contexts together.
• Helps organizations view service quality through touchpoints and process coherence.