Customer Satisfaction and Complaints Handling (ISO 10002:2018)
ISO 10002:2018 provides guidelines for implementing an effective complaints management system focused on customer satisfaction. It helps organizations handle customer complaints in a transparent, consistent, and responsive manner—turning dissatisfaction into loyalty.
This standard applies to any organization that values customer feedback and aims to improve service quality. It complements ISO 9001 by focusing specifically on complaint resolution and feedback processes, enhancing the overall customer experience.
By adopting ISO 10002, organizations can establish a clear pathway for receiving, analyzing, and resolving complaints while identifying opportunities for improvement.
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Benefits of Customer Satisfaction and Complaints Handling (ISO 10002:2018)
Builds stronger customer trust and satisfaction
Enhances the organization’s reputation and brand loyalty
Identifies areas of improvement through complaint trends
Ensures fair, consistent, and timely complaint handling
Supports compliance with quality management and consumer protection laws
Provides a competitive advantage through improved service delivery
Our Areas of Expertise
- Provides an Independent, Credible Audit
- Supports Compliance with Standard Requirements
- Conducts Certification and Ongoing Surveillance Audits
- Issue a ISO 10002 certificate upon successful audit,