ISO 10002 Standard Guidelines for Customer Satisfaction Quality Management System

ISO 10002 standard provides guidance on product-related complaints processes within an organization, including planning, design, operation, maintenance and improvement, for all types of commercial or non-commercial activities, including e-commerce. It is also appropriate to use the described complaint handling process as one of the processes in the overall quality management system.

An effective and efficient complaint handling process reflects the needs of both the organization that supplies the product and those who receive it. In addition, the information obtained through the grievance process can lead to product and process improvements and, if properly handled, the organization’s reputation can be enhanced regardless of its size, region and industry. This standard is increasingly valuable in the international market because it gives confidence in consistent complaint handling.

ISO 10002:2014 Requirements

  • Scope
  • Normative Reference
  • Terms and definitions
  • Guiding principles
  • Complaints-handling framework
  • Planning and design
  • Operating of complaints-handling process
  • Maintenance and improvement

The importance of ISO 10002 standard

  • Recognizing the need to enhance competitiveness for survival and development in the face of unlimited competition among companies due to the market opening of the market

  •  Prevent existing customers from leaving by improving customer service❅ Improving customer standards and increasing consumer rights awareness

  • Responding to customer inquiries due to diversification of products and services

  • Improving customer relationships

  • Improve customer satisfaction

  • The importance of customer counselors and salespeople has emerged.

  • Strengthen customer satisfaction surveys by public institutions

  • Strengthens ability to respond to manufacturer’s responsibilities

Estimated Effectiveness of ISO 10002

  • Provide a complaint handling process to the complainant, which is open and responsive

  • Improving the organization’s ability to address complaints in a consistent, systematic and responsive manner to complaints and organizations

  • Improving the organization’s ability to identify trends, eliminate sources of dissatisfaction, and improve the organization’s operations

  • Encourage organizations to establish a customer-centered approach to resolving complaints and to improve the proficiency of relevant personnel in customer affairs.

  • Provides a basis for ongoing review and analysis of complaints processing processes, resolution of complaints, and improvement of processes