ISO 10002:2018 – Customer Satisfaction – Guidelines for complaints handling in organizations

In today’s competitive environment, product and service innovations are redefining accepted levels of performance. A good customer satisfaction system is one of the crucial requirements for successful businesses when managing customers’ needs and protecting their brand.

The Customer Satisfaction standard, ISO 10002:2018 helps organizations to identify, manage and understand how successfully they deal with their customers’ complaints.

ISO 10002:2018 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.

It 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.

What are the benefits of ISO 10002?

  • Better Relationship
  • Continual improvement
  • Transparent System
  • Customer Satisfaction
  • Brand Improvement
  • Management Focus
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