BS 8477:2014 Code of practice for customer service

BS 8477:2014

Code of practice for customer service

Status : Current, Under review   Published : January 2014



Meeting or exceeding customer expectations is one of the most important contributing factors in the running of a successful organization in any sector.

BS 8477 provides a means by which an organization can judge itself and can be judged by its customers. It provides clearly identifiable and verifiable benchmarks for good practice. It does not, therefore, deal in detail with some of the vital “softer” aspects of customer satisfaction that are less susceptible to this approach.

The on-going success and development of an organization not only relies on providing reliable good services to the traditional external customer, but also on the need for all organizations to understand the expectation levels and perception of their customers.

Many of the recommendations made in this British Standard are already commonplace in organizations that have a responsive customer service culture.

However, where this is not the case the application of this British Standard allows organizations to:

a) set in place mechanisms to ensure levels of customer service that at least meet the needs and reasonable expectations of customers
b) be competitive in the marketplace
c) differentiate their services from competitors through providing and maintaining innovative customer services
d) increase customers’ positive emotional experience with an organization’s services and, through this, building and maintaining customer loyalty
e) increase customer retention
f) attract new customers through positive word of mouth
g) reduce marketing costs
h) increase service efficiency
i) reduce problem incidence rates, and therefore reduce time and cost involved in correcting problems experienced by customers and associated complaints that might need to be handled
j) maintain and improve services and accountability for public sector service organizations
k) create an organization-wide customer-focused approach to developing and maintaining quality services
l) improve the ability of customers to deal with an organization.

Customer service culture involves being proactive by anticipating or exceeding customer needs; implementation of this British Standard might for many organizations be the first step in embedding this principle in all aspects of their business and operations.

Standard NumberBS 8477:2014
TitleCode of practice for customer service
StatusCurrent, Under review
Publication Date31 January 2014
Normative References(Required to achieve compliance to this standard)No other standards are normatively referenced
Informative References(Provided for Information)BS 10012:2017, BS EN 15838, BS ISO 10002, BS 18477, BS EN ISO 9004, BS EN ISO 9001, BS 8878, BS ISO 14452
ReplacesBS 8477:2007
Draft Superseded By13/30270857 DC
DescriptorsSelling, Performance, Quality management, Consumers, Ordering, Management, Consumer-supplier relations, Quality auditing, Commercial documents, After-sales services, Personnel, Information exchange, Delivery
ISBN978 0 580 80543 1
File Size703 KB

 Your basket
Your basket is empty

Multi-user access to over 3,500 medical device standards, regulations, expert commentaries and other documents

Tracked Changes

Understand the changes made to a standard with our new Tracked Changes version


The faster, easier way to work with standards

Worldwide Standards
We can source any standard from anywhere in the world

Customers who bought this product also bought

  • BS ISO 10002:2018
    Quality management. Customer satisfaction. Guidelines for complaints handling in organizations
  • BS 8543:2015
    Complaint handling in organizations. Specification