ISO/IEC Guide 76:2020 サービス標準の開発 — 消費者の問題に対処するための推奨事項 | ページ 6

3.1

access

usability of a product, service (3.11) , environment or facility by people with the widest range of capabilities

3.2

accessible format

different presentation of information, which can make services (3.11) accessible to those with disabilities

3.3

complaint

<customer satisfaction> expression of dissatisfaction made to an organization, related to its product or service (3.11) , or the complaints-handling process itself ここで, a response or resolution is explicitly or implicitly expected

[SOURCE:ISO 9000:2015, 3.9.3]

3.4

contract

agreement by which one or more parties are obligated towards one or several other parties to provide a service (3.11)

Note 1 to entry: A contract can be binding, whether verbal or written.

3.5

consumer

individual member of the general public who is the end user of services (3.11) or service-related goods (e.g. a smart speaker)

Note 2 to entry: The end user might not be the customer (3.6) who purchased the service, e.g. persons having a meal at a restaurant that is paid for either by one person in this group or by a different person.

3.6

customer

organization or individual member of the general public purchasing or using services (3.11) for commercial, private or public purposes

Note 1 to entry: The customer has a direct interaction with the service provider (3.12) . The customer can be the purchaser of the service, or in a contract (3.4) with the service provider. The customer is not necessarily the end user of a service.

[SOURCE:ISO 26000:2010, 2.3, modified — The words “purchasing property, products or services” have been replaced with “purchasing or using” and Note 1 to entry has been added.]

3.7

customer satisfaction

customer's (3.6) perception of the degree to which the service provider (3.12) has fulfilled the customer’s requirements and expectations

Note 1 to entry: Complaints (3.3) are a common indicator of low customer satisfaction, but their absence does not necessarily imply high customer satisfaction.

Note 2 to entry: Even when customer requirements have been agreed with the customer and fulfilled, this does not necessarily ensure high customer satisfaction.

[SOURCE:ISO 9000:2015, 3.9.2, modified — The words “the customer’s expectations have been fulfilled” have been replaced by “the service provider has fulfilled the customer’s requirements and expectations” and the original Note 1 to entry has been removed.]

3.8

customer service

interaction of an organization with the customer (3.6) throughout the phases of service provision and after sales service (3.11)

[SOURCE:ISO 10002:2018, 3.5, modified — The article “the” has been replaced with “an” before “organization” and the words “throughout the life cycle of a product or a service” have been replaced with “throughout the phases of service provision and after sales service”.]

3.9

consumer representative

individual or organization with the training and experience to advocate and represent the views of consumers (3.5) , in order to protect consumer interests

3.10

feedback

opinions, comments and expressions of interest in the service (3.11) or the complaints-handling process

[SOURCE:ISO 9000:2015, 3.9.1, modified — The phrase"product," before"service" has been removed.]

3.11

service

activity, or set of activities, provided for the benefit, or to meet the needs, of a consumer (3.5)

Note 1 to entry: Services are generally intangible and often mutable.

Note 3 to entry: Due to the variety and complexity of some services, a different definition of a “service” can apply in some standards depending on the particular circumstances of the service being provided.

Note 4 to entry: The individual or organization acting as the service provider might offer more than a single service.

3.12

service provider

entity that offers one or more services (3.11)

Note 1 to entry: The entity can be an individual or an organization.

3.13

safeguard

take precautions to prevent or reduce the impact of a failure in some aspect of service provision

3.14

consumer vulnerability

state in which an individual can be placed at a disadvantage, or at risk of detriment, during his/her interaction with a service provider (3.12) due to the presence of personal, situational and market environment factors

Note 1 to entry: Anyone can be vulnerable at any time. Vulnerability can be temporary or permanent.

Note 2 to entry: Factors that contribute to consumer vulnerability can be personal (e.g. health, illness, injuries, disability, impairment) or situational (e.g. job loss, bereavement, low level of literacy).

Note 3 to entry: An organization’s processes and procedures can reduce or exacerbate consumer vulnerability.

3.15

personnel

staff

persons responsible for delivering a service (3.11) on behalf of the service provider (3.12)

Note 1 to entry: Personnel can include volunteers, subcontractors and agents, as well as paid employees.