British Standards Institution

Sector: Sustainability

Overview: Under the direction of the Standards Policy and Strategy Committee, is responsible for the development and maintenance of standards for customer service in all Business-to-Customer relationships. Subjects include inclusive service provision (vulnerable consumers), online consumer reviews, service excellence, customer contact centres, complaints handling, external dispute resolution, customer-focused codes of conduct, customer satisfaction measurement, network services billing

Committee standards activity

In Progress (8)

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Reference	Standards description	Status ? The standards development process is divided into chronological stages: Proposal; Drafting; Public comment; Comment resolution; Approval; Published standard.
PD ISO/TS 24082:2021	Service excellence -- Designing excellent service to achieve outstanding customer experiences Categories: Services. General Approval begins :	Approval
PD ISO/TS 19390	Service excellence — Implementation approach for ISO 23592 Categories: Unclassified documents Drafting begins : 2024-06-26	Drafting
PD ISO/TS 19387	Service Excellence — Maturity Model Categories: Unclassified documents Drafting begins : 2025-03-20	Drafting
PD ISO/TS 19384	Service Excellence - Guidelines for application of digital approaches to achieve Service Excellence Categories: Unclassified documents Drafting begins : 2025-03-21	Drafting
ISO/PWI TS 19390	Service excellence — Implementation approach for ISO 23592 Categories: Information management \| Standardization. General rules \| Services \| Services. General Proposal begins : 2023-01-11	Proposal
ISO/PWI TS 19387	Service Excellence — Maturity Model Categories: Information management \| Standardization. General rules \| Services \| Services. General Proposal begins : 2023-01-11	Proposal
BS ISO 20245	BS ISO 20245 Cross-border trade of second-hand goods Categories: Unclassified documents Drafting begins : 2016-12-16	Drafting
BS ISO 11367	Service excellence — Principles and model for public service organizations Categories: Services. General Approval begins : 2024-05-01	Approval

Published (18)

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Reference	Standards description	Status ? The standards development process is divided into chronological stages: Proposal; Drafting; Public comment; Comment resolution; Approval; Published standard.
PD ISO/TS 23686:2022	Service excellence. Measuring service excellence performance Categories: Services. General Published standard begins : 2022-10-19	Published standard
PD ISO/TR 7179:2023	Service excellence. Practices for achieving service excellence Categories: Services. General Published standard begins : 2023-11-02	Published standard
PD CEN/TS 16880:2015	Service excellence. Creating outstanding customer experiences through service excellence Categories: Services. General \| Company organization and management. Other \| Quality. Other Published standard begins : 2015-12-18	Published standard
BS ISO 50007:2017	Energy services. Guidelines for the assessment and improvement of the energy service to users Categories: \| Company organization and management. Other \| Environmental management \| Published standard begins : 2017-07-13	Published standard
BS ISO 23592:2021	Service excellence. Principles and model Categories: Services. General Published standard begins : 2021-06-23	Published standard
BS ISO 22458:2022	Consumer vulnerability. Requirements and guidelines for the design and delivery of inclusive service Categories: Services. Consumers Published standard begins : 2022-04-19	Published standard
BS ISO 22059:2020	Guidelines on consumer warranties/guarantees Categories: Services. Consumers Published standard begins : 2020-02-05	Published standard
BS ISO 20488:2018	Online consumer reviews. Principles and requirements for their collection, moderation and publication Categories: Services. Consumers \| Home economics. General Published standard begins : 2018-06-11	Published standard
BS ISO 10008:2022	Quality management. Customer satisfaction. Guidance for business-to-consumer electronic commerce transactions Categories: Quality management and quality assurance Published standard begins : 2022-08-08	Published standard
BS ISO 10004:2018	Quality management. Customer satisfaction. Guidelines for monitoring and measuring Categories: Quality management and quality assurance Published standard begins : 2018-07-19	Published standard

Withdrawn (10)

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Reference	Standards description	Status ? The standards development process is divided into chronological stages: Proposal; Drafting; Public comment; Comment resolution; Approval; Published standard.
BS ISO 10008:2013	Quality management. Customer satisfaction. Guidelines for business-to-consumer electronic commerce transactions Categories: Quality management and quality assurance Withdrawn begins : 2022-08-08	Withdrawn
BS ISO 10004:2012	Quality management. Customer satisfaction. Guidelines for monitoring and measuring Categories: Quality management and quality assurance Withdrawn begins : 2018-07-19	Withdrawn
BS ISO 10003:2007	Quality management. Customer satisfaction. Guidelines for dispute resolution external to organizations Categories: Quality management and quality assurance Withdrawn begins : 2018-07-20	Withdrawn
BS ISO 10002:2014	Quality management. Customer satisfaction. Guidelines for complaints handling in organizations Categories: Quality management and quality assurance Withdrawn begins : 2018-07-18	Withdrawn
BS ISO 10002:2004	Quality management. Customer satisfaction. Guidelines for complaints handling in organizations Categories: Quality management and quality assurance Withdrawn begins : 2009-10-23	Withdrawn
BS ISO 10001:2007	Quality management. Customer satisfaction. Guidelines for codes of conduct for organizations Categories: Quality management and quality assurance Withdrawn begins : 2018-07-20	Withdrawn
BS EN 15838:2009	Customer contact centres. Requirements for service provision Categories: Services. Consumers Withdrawn begins : 2017-08-16	Withdrawn
BS 8477:2014	Code of practice for customer service Categories: Services. Consumers \| Company organization and management. Other Withdrawn begins : 2020-04-29	Withdrawn
BS 8477:2007	Code of practice for customer service Categories: Company organization and management. Other Withdrawn begins : 2014-01-29	Withdrawn
BS 18477:2010	Inclusive service provision. Requirements for identifying and responding to consumer vulnerability Categories: Services. General \| Services. Consumers Withdrawn begins : 2022-04-19	Withdrawn

Standards Development

SVS/0 - Customer service - Fundamental principles

Committee standards activity