Service Outcome

Resume
Identification
Service Outcome
Definition (1)
Source
SEA
Description
"The outcome of a service under a specific service contract".
Definition (2)
Source
ISO Guide 76: Development of service standards - Recommendations for addressing consumer issues
Satisfaction
There should be reference to methods used to establish customer satisfaction, including regular analysis of complaints data and customer surveys.
Prompts to be considered in standard development:
analysis of complaints,
customer surveys
Continual improvement
Service providers should foresee some type of continual improvement. Quality management standards (e.g. ISO 9004) provide for continual improvement. Ways for achieving this include analysis complaints, claims and incident (or accident) data, as appropriate, and other feedback through surveys of customer satisfaction being carried out at regular intervals, along with ongoing investigation of customer needs and requirements in order to continually improve service provision.
Prompts to be considered in standard development:
other standards (e.g. ISO 9004)
analysing complaints, claims and incident (or accident) data, as appropriate;
survey of customer satisfaction
ISO Guide 76
Customer
Questions

Am I getting what I expected, when I expected it, in the way I expected it, and of the quality expected?
Is the service being provided safely, respecting my privacy, taking into account of environmental issues, and without detriment to health or the environment?

Resume
Identification	Service Outcome
Definition (1)
Source	SEA
Description	"The outcome of a service under a specific service contract".
Definition (2)
Source	ISO Guide 76: Development of service standards - Recommendations for addressing consumer issues
Satisfaction	There should be reference to methods used to establish customer satisfaction, including regular analysis of complaints data and customer surveys. Prompts to be considered in standard development: analysis of complaints, customer surveys
Continual improvement	Service providers should foresee some type of continual improvement. Quality management standards (e.g. ISO 9004) provide for continual improvement. Ways for achieving this include analysis complaints, claims and incident (or accident) data, as appropriate, and other feedback through surveys of customer satisfaction being carried out at regular intervals, along with ongoing investigation of customer needs and requirements in order to continually improve service provision. Prompts to be considered in standard development: other standards (e.g. ISO 9004) analysing complaints, claims and incident (or accident) data, as appropriate; survey of customer satisfaction
ISO Guide 76 Customer Questions	Am I getting what I expected, when I expected it, in the way I expected it, and of the quality expected? Is the service being provided safely, respecting my privacy, taking into account of environmental issues, and without detriment to health or the environment?