ISO 9000:2005, 3.3.5 Customer: Orgnization or person that receives a product. EXAMPLE. Customer, client, end-user, retailer, beneficiary and purchaser. NOTE. A customer can be internal or external to the organization.
ISO 10001:2007, 3.4 Customer. Organization or person that receives a product. EXAMPLE. Consumer, client, end-user, retailer, beneficiary or purchaser. NOTE 1. A customer can be internal or external to the organization. NOTE 2. For the purpose of this International Standard, the term "customer" includes potential customer. NOTE 3. Adapted from ISO 9000:2005, 3.3.5.
ISO 10002:2004, 3.3 Customer. Organization or person that receives a product. EXAMPLE. Consumer, client, end-user, retainer, beneficiary and purchaser. [ISO 9000:2000, definition 3.3.5]
ISO 9000:2005, Quality management systems - Fundamentals and vocabulary
3.1.4 Customer satisfaction
Customer's perception of the degree to which the customer's requirement have been fulfiled.
NOTE 1. Customer complaints are a common indicator of low customer satisfaction but their absence does not necessarily imply high customer satisfaction.
NOTE 2. Even when customer requirements have been agreed with the customer and fulfiled, this does not necessarily ensure high customer satisfaction.
ISO 9001:2008
5.2 Customer focus
Top management shall ensure that customer requirements are determined and are met with the aim of enhancing customer satisfaction. (see 7.2.1 and 8.2.1)
8.2.1 Customer satisfaction
As one of the measurements of the performance of the quality management system, the organization shall monitor information relating to customer perception as to whether the organization has met customer requirements. The methods for obtaining and using this information shall be determined.
NOTE. Monitoring customer perception can include obtaining input from sources such as customer satisfaction surveys, customer data on delivered product quality, user opinion surveys, lost business analysis, compliments, warranty claims and dealer reports.
3.1 Customer Satisfaction Code of Conduct: promises made to customers by an organization concerning its behaviour that are aimed at enhanced customer satisfaction, and related provisions. NOTE 1. Related provisions can include objectives, conditions, limitations, contact information, and complaints handling procedures. NOTE 2. Hereafter, in this International Standard the term "code" is used instead of "customer satisfaction code of conduct."
4 Guiding principles
4.2 Commitment. An organization should be actively committed to the adoption and dissemination of a code and the fulfilmnet of its promises.
4.3 Capacity. An organization should make sufficient resources available for code planning, design, development, implementation, maintenance and improvement and manage them effetively and efficiently.
4.4 Visibility. A code should be well publicized to customers, personnel and other interested parties.
4.5 Accessibility. A code and relevant information about it should be easy to find and use.
4.6 Responsiveness. A code should respond to the needs of customers and expectations of interested parties.
4.7 Accuracy. An organization should ensure that its code, and information about its code are accurate, not misleading, verifiable and in compliance with relevant statutory and regulatory requirements.
4.8 Accountability. The organization should address accountability for and reporting on the actions and decisions with respect to its code.
4.9 Continual improvement. Increased effectiveness and efficiency of the code should be a permanent objective of the organization.