This document establishes principles for and gives guidance on using a service excellence maturity model (SEMM).

This document is applicable to all organizations delivering services, such as commercial organizations, manufacturing companies, public services and not-for-profit organizations. In accordance with ISO 23592, it can help organizations to determine their own maturity level with regard to service excellence. It also offers guidance for future improvements and can be used for internal and external audits.

An organization can decide for itself whether the whole service excellence model with its four dimensions and nine elements or only selected dimensions and elements are assessed and improved.