What is ISO 10002:2018- Customer Satisfaction Management
10002:2018 provides guidance on the process of complaints handling related to
products within an organization, including planning, design, operation,
maintenance, and improvement. The complaints-handling process described is
suitable for use as one of the processes of an overall quality management
Customers expect more and more from the
service you provide. And your competitors are working harder to meet these expectations.
ISO 10002 provides you with guidelines for putting in place your own complaints
management system – helping you to identify complaints, their cause and how to
eliminate them. ISO 10002 will also allow you to identify areas in your
business where you can improve and eventually remove the cause of complaints.
The ISO 10002 standard outlines management controls and processes that help you
to handle customer complaints more effectively and efficiently – making sure
that more customers are satisfied with the service you provide.
Why ISO 10002 certification is important?
complaints effectively and you’ll have more chance of meeting their
expectations as well. And you can quickly turn customer complaints into
customer satisfaction instead – especially when you view complaints as an
opportunity to improve what you do and how you do it. ISO 10002 for customer
satisfaction can help you to achieve this whatever the size or nature of your
business. The customer complaints management system is a basic but essential
requirement for any business – especially businesses that want to become and
What are the benefits of ISO 10002 certification?
Integrate ISO 10002 with ISO 9001 to improve
Achieve operational efficiency to identify trends
and causes of complaints.
Resolve more complaints by adopting a more
Engage staff with new customer service training
Monitor and continually improve your complaints
Who can acquire ISO 10002 certification?
ISO 10002 Certification is suitable for
organization of any size and sectors, including small business but this does
not apply to disputes referred for resolution outside the organization or for