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ISO 10002 Certification | Quality management — Customer satisfaction

This standard gives guidelines for the process of complaints handling related to products and services within an organization, including planning, design, development, operation, maintenance and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.

NOTE Throughout this standard, the terms “product” and “service” refer to the outputs of an organization that are intended for, or required by, a customer.

This standard is intended for use by any organization regardless of its type or size, or the products and services it provides. It is also intended for use by organizations in all sectors. Annex B provides guidance specifically for small businesses.

This standard addresses the following aspects of complaints handling:

  1. a) Enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization’s ability to improve its products and services, including customer service;
  2. b) Top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;
  3. c) Recognizing and addressing the needs and expectations of complainants;
  4. d) Providing complainants with an open, effective and easy-to-use complaints process;
  5. e) Analysing and evaluating complaints in order to improve the quality of products and services, including customer service;
  6. f) Auditing of the complaints-handling process;
  7. g) Reviewing the effectiveness and efficiency of the complaints-handling process.

This standard does not apply to disputes referred for resolution outside the organization or for employment-related disputes.


The eight benefits of a certified ISO 10002Quality management — Customer satisfaction

As an organisation, you can always choose to work in accordance with the ISO 10002standard, but you can also choose to be certified by an independent party (such as a certification body). In practice, we see eight major benefits in choosing a certifiedISO 10002Quality management — Customer satisfaction:

  1. You have objective proof that your organisation attaches great importance to Quality management — Customer satisfaction and that you have it checked regularly by an independent party. This commitment increases confidence in your organisation.
  2. You achieve higher operating efficiency. Organisations that consider quality management to be an integral part of their business operations usually achieve a higher operating efficiency than those that do not.
  3. A certified ISO 10002Quality management — Customer satisfaction increases the quality of your services and raises your staff’s awareness.
  4. A certified ISO 10002Quality management — Customer satisfaction ensures clear processes and (communication) structures, tasks and responsibilities throughout the entire organisation. This increases the involvement of your staff, which improves the working atmosphere and reduces the pressure of work.
  5. You can detect and identify problems in good time, which means that you can quickly take steps to avoid the same mistakes in the future.
  6. You make it clear to your staff, your partners, your clients and the outside world that customer satisfaction is at the core of your business.
  7. A certified ISO 10002Quality management — Customer satisfaction gives you a positive company image, raising you up to the level of your competitors or perhaps even a level higher.
  8. It is possibly also in your commercial interest, seeing that more and more clients demand that their suppliers work in accordance with a certified ISO 10002Quality management — Customer satisfaction.