CSA Group Quality management - Customer satisfaction - Guidelines for business-to-consumer electronic commerce transactions (Adopted ISO 10008 :2013, first edition, 2013-06-01)

Preface This is the first edition of CAN/CSA-ISO 10008, Quality management - Customer satisfaction - Guidelines for business-to-consumer electronic commerce transactions (B2C ECT), which is an adoption without modification of the identically titled ISO (International Organization for Standardization) Standard 10008 (first edition, 2013-06-01).  Scope This International Standard provides guidance for planning, designing, developing, implementing, maintaining and improving an effective and efficient business-to-consumer electronic commerce transaction (B2C ECT) system within an organization.  It is applicable to any organization engaged in, or planning to be engaged in, a business-to-consumer electronic commerce transaction, regardless of size, type and activity.  This International Standard is not intended to form part of a consumer contract or to change any rights or obligations provided by applicable statutory and regulatory requirements.  This International Standard aims to enable organizations to set up a fair, effective, efficient, transparent and secure B2C ECT system, in order to enhance consumers' confidence in B2C ECTs and increase the satisfaction of consumers. It is aimed at B2C ECTs concerning consumers as a sub-set of customers.  The guidance given in this International Standard can complement an organization's quality management system.