ISO 10002:2018 (Customer Satisfaction and Complaint MS)

Significance of the Standard Adoption

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. 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.

Benefits for your Organization

  1. By adopting ISO 10002 organization can enhance 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. Top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training, recognizing and addressing the needs and expectations of complainants, providing complainants with an open, effective and easy-to-use complaints process.
  3. This standard helps analyzing and evaluating complaints in order to improve the quality of products and services, including customer service, auditing of the complaints-handling process, reviewing the effectiveness and efficiency of the complaints-handling process. There are many benefits to implementing ISO 10002, these include; better customer retention, a solid brand reputation, operational efficiency, better communications, relations and the on-going improvements within a company.