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Your satisfaction is our priority ! .................................................................................................................................... 2 Building customer satisfaction ...................................................................................................................................... 4 Ensuring continual improvement – Developing countries – International customers – Consumers – Public sector stakeholders – Industry – Society Current successes ................................................................................................................................................................... 10 Economic benefits – Risk management – Climate change and clean energy – ICT – Continual improvement – Road safety – Health and safety – Customer satisfaction awards Customer outreach .............................................................................................................................................................. 23 ISO in figures in 2009 ......................................................................................................................................................... 26 Portfolio of ISO standards and Draft International Standards ....................................................................... 28 ISO structure ............................................................................................................................................................................. 29 Principal officers ..................................................................................................................................................................... 30 Membership ............................................................................................................................................................................. 32 Member bodies – Correspondent members – Subscriber members – ISO member bodies' contribution to the standards process Financial statements ............................................................................................................................................................ 34 Benchmarking success........................................................................................................................................................ 36 Contents 1 Annual Report 2009

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