National foreword

This Published Document is the UK implementation of ISO/TR 7179:2023.

The UK participation in its preparation was entrusted to Technical Committee SVS/0, Customer service - Fundamental principles.

A list of organizations represented on this committee can be obtained on request to its committee manager.

Contractual and legal considerations

This publication has been prepared in good faith, however no representation, warranty, assurance or undertaking (express or implied) is or will be made, and no responsibility or liability is or will be accepted by BSI in relation to the adequacy, accuracy, completeness or reasonableness of this publication. All and any such responsibility and liability is expressly disclaimed to the full extent permitted by the law.

This publication is provided as is, and is to be used at the recipient’s own risk.

The recipient is advised to consider seeking professional guidance with respect to its use of this publication.

This publication is not intended to constitute a contract. Users are responsible for its correct application.

This publication is not to be regarded as a British Standard.

Compliance with a Published Document cannot confer immunity from legal obligations.

This Published Document was published under the authority of the Standards Policy and Strategy Committee on 31 October 2023.

Foreword

ISO (the International Organization for Standardization) is a worldwide federation of national standards bodies (ISO member bodies). The work of preparing International Standards is normally carried out through ISO technical committees. Each member body interested in a subject for which a technical committee has been established has the right to be represented on that committee. International organizations, governmental and non-governmental, in liaison with ISO, also take part in the work. ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of electrotechnical standardization.

The procedures used to develop this document and those intended for its further maintenance are described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for the different types of ISO document should be noted. This document was drafted in accordance with the editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives).

ISO draws attention to the possibility that the implementation of this document may involve the use of (a) patent(s). ISO takes no position concerning the evidence, validity or applicability of any claimed patent rights in respect thereof. As of the date of publication of this document, ISO had not received notice of (a) patent(s) which may be required to implement this document. However, implementers are cautioned that this may not represent the latest information, which may be obtained from the patent database available at www.iso.org/patents. ISO shall not be held responsible for identifying any or all such patent rights.

Any trade name used in this document is information given for the convenience of users and does not constitute an endorsement.

For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and expressions related to conformity assessment, as well as information about ISO's adherence to the World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT), see www.iso.org/iso/foreword.html.

This document was prepared by Technical Committee ISO/TC 312, Excellence in service.

Any feedback or questions on this document should be directed to the user’s national standards body. A complete listing of these bodies can be found at www.iso.org/members.html.

Introduction

Today’s organizations, regardless of industries, often aim to build customer loyalty by fulfilling customer expectations, which is customer satisfaction. However, just achieving customer satisfaction may not be enough to strengthen customer loyalty continuously. ISO 23592 says that outstanding customer experiences by individual and surprising excellent service provision resulting in delighted customers lead to strong customer loyalty. ISO 23592 provides principles and a model of service excellence to achieve it. Capabilities of organizations to consistently deliver excellent services are specified in the model. ISO/TS 24082 specifies how to design excellent service.

The purpose of this document is to support all stakeholders to understand how to apply ISO 23592 and ISO/TS 24082 through case studies of highly acclaimed organizations. 10 organizations from five countries contributed to providing practices that led to high general recognition. ISO/TC 312 studied how these practices are related to ISO 23592 and ISO/TS 24082.

In addition, this document indicates potential standardization areas including revisions as a result of a gap analysis between practices covered and not covered by the existing documents.

The survey framework developed in this document can be helpful for organizations who wish to analyse and improve their service excellence.

1 Scope

This document provides practices for achieving service excellence. This document can be used when applying ISO 23592 and ISO/TS 24082.

2 Normative references

3 Terms and definitions

4 Methodology and overview of selected organizations

4.1 Methodology

4.2 Overview of selected organizations

5 Practices of service excellence leadership and strategy

5.1 General

5.2 Service excellence vision, mission and strategy

5.3 Service excellence leadership and management requirement

6 Practices of service excellence culture and employee engagement

6.1 General

6.2 Service excellence culture

6.3 Employee engagement

7 Practices of creating outstanding customer experiences

7.1 General

7.2 Understanding customer needs, expectations and desires

7.3 Designing and renewing outstanding customer experiences

7.4 Service innovation management

8 Practices of operational service excellence

8.1 General

8.2 Managing customer-experience-related efficient and effective processes and organizational structure

8.3 Monitoring service excellence activities and results

PD ISO/TR 7179:2023

Service excellence. Practices for achieving service excellence

Current

Published:

31 Oct 2023

1 Scope