There is a definite customer focus in the revised AS/NZS ISO 9001:2000 Quality management system-Requirements. With this new focus comes an increased need to understand customer needs and expectations. The overall aim of this Handbook is to provide businesses with a greater understanding of options they have for collecting customer satisfaction data. The document explains the new Standard in the context of continuous measurement of customer satisfaction - that is, a Customer Satisfaction Monitor. It includes a number of 'real-life' examples of businesses where customer satisfaction is being measured on a continuous basis and explains different methods that may be employed to collect customer satisfaction data.