标准摘要
[中文适用范围]： 本文件提供了定义和实施流程以监控和衡量客户满意度的指南。本文件适用于任何组织，无论其类型或规模如何，也无论其提供的产品和服务如何。本文件的重点是组织外部的客户。注：在本文件中，“产品”和“服务”一词是指组织为客户准备的或客户要求的输出。 [外文原描述]： This document gives guidelines for defining and implementing processes to monitor and measure customer satisfaction. This document is intended for use by any organization regardless of its type or size, or the products and services it provides. The focus of this document is on customers external to the organization. NOTE Throughout this document, the terms "product" and "service" refer to the outputs of an organization that are intended for, or required by, a customer.
英文名称Quality management — Customer satisfaction — Guidelines for monitoring and measuring