ISO 10002 certification: Handling customer complaints and providing satisfaction

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ISO 10002 is a standard that tells an organisation how to set up a customer satisfaction management system. The ISO 10002:2018 standard is called "Quality Management - Customer Satisfaction - Guidelines for Handling Complaints in Organisations." It explains what needs to be done to handle and solve customer issues in a way that makes customers happier and helps the organization's image.

Organisations that show they meet the standards of ISO 10002 are given the ISO 10002 approval. By getting this licence, a company shows that it is committed to giving great customer service and dealing with customer issues in a good way.

What its Cover

  • 1. Setting up a complaints management policy: Organisations need to outline their goals, responsibilities, and methods for dealing with complaints.
  • 2. Effective complaints dealing means setting up clear processes for getting complaints, writing them down, rating them, and finding solutions.
  • 3. Accessibility: Organisations should make sure that their complaint routes are easy to find and use to encourage customers to give feedback and file complaints.
  • 4. Objectivity and fairness: Complaints should be dealt with in a fair and objective way, with the goal of fixing them quickly and well.
  • 5. Continuous improvement: Organisations need to look at feedback data, find places where they can do better, and take steps to fix the problems so they don't happen again.

After a product has proven By getting ISO 10002 certification, a company shows that it is committed to customer happiness and improving how it handles issues all the time. It can increase customer trust, keep more customers, and set itself apart from competition by showing how committed it is to solving customer problems in an organised and effective way.


1. Better customer satisfaction:

ISO 10002 gives organisations a structured way to handle customer feedback, which makes sure that problems are fixed quickly and effectively. By handling customer complaints in a planned way, businesses can make their customers happier and strengthen their relationships with them.


Customers are more likely to stay loyal to an organisation if they feel like their issues are taken seriously and dealt with in an effective way. ISO 10002 helps organisations keep customers by giving them a plan for how to handle issues well. This makes customers more loyal and keeps them from leaving.

3. Better reputation:

When a company gets ISO 10002 recognition, it shows that it cares about customer happiness and is committed to solving complaints. This can help them get a better name in the market, improve how people see their brand, and set them apart from rivals. A good image for how well you handle customer issues can bring in new customers and build trust with your current ones.

4. Effectively solving problems:

ISO 10002 stresses how important it is to find the root causes of complaints and take the right steps to fix them. This method helps organisations get to the root of problems, stop similar complaints from happening again, and improve their operations and processes as a whole.

5. Compliance with regulations:

ISO 10002 meets a number of legal and regulatory standards for how to handle issues. By getting certified, organisations can show that they follow these rules, making sure they meet the standards and avoiding any possible legal problems.

Included in this Services

  • 1. Documents preparations
  • 2. ISO 10002 Certification
  • 3. Lesioning with the department
  • 4. 24*7 Mail Support


What does ISO 10002 mean?

ISO 10002 is an international standard that gives organisations instructions on how to set up a customer satisfaction management system. It focuses on how issues are dealt with and tries to make customers happier and more loyal.

What does it mean to be ISO 10002 certified?

If an organisation has ISO 10002 approval, it means that it has set up effective ways to handle complaints and meets the standards of the standard. It shows that the company cares about customer happiness and can deal with issues in a systematic and effective way.

Why is it important to have ISO 10002?

ISO 10002 is important because it helps businesses boost customer loyalty, improve customer satisfaction, and improve their image. It gives a plan for how to handle complaints, solve problems, and keep getting better at customer service.

What are the benefits of ISO 10002 for a business?

ISO 10002 gives organisations a number of benefits, such as increased customer happiness, better customer retention, a better image, better problem solving, constant growth, and compliance with regulations. These perks can make customers believe you more, give you an edge over your competitors, and lead to long-term success.

Can ISO 10002 be used by any kind of business?

Yes, ISO 10002 can be used by any type or size of business, no matter what field or area it is in. ISO 10002 can be used by a small business, a non-profit, or a big company to improve how issues are handled and how happy customers are.

How does a business get ISO 10002 certification?

For an organisation to get ISO 10002 certification, it needs to follow the requirements in the standard and go through an audit by a certification group. The audit looks at how the organisation handles issues to make sure it follows ISO 10002.

Can ISO 10002 be used with other standards for management systems?

Yes, ISO 10002 can be combined with other management system standards, such as ISO 9001 (Quality Management) or ISO 14001 (Environmental Management). Integration lets businesses put together a single method for running all of their processes.

Does ISO 10002 only need to be certified once, or does it need to be maintained over time?

ISO 10002 approval needs to be kept up over time. To keep the certification, organisations need to keep an eye on and improve how they handle complaints, do internal checks, and go through regular assessments by the certification group.

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