What is ISO 10002?
ISO 9001 Section 8.2.1 discusses customer satisfaction, and ISO has several standards to help support this important concept.
There are three standards for Quality Management Customer Satisfaction:
- ISO 10001 (2007) Quality Management – Customer Satisfaction – Guidelines for Codes of Conduct for Organizations
- ISO 10002 (2004) Quality Management – Customer Satisfaction – Guidelines for Complaints Handling in Organizations
- ISO 10003 (2007) Quality Management Customer Satisfaction – Guidelines for Dispute Resolution External to Organizations and
- ISO 10004 (2010) Processes to monitor/measure customer satisfaction.
ISO 10002:2004 provides guidance on the process of complaints handling related to and can be used as one of the processes of an overall quality management system.
ISO 10002:2004 is not applicable to disputes referred for resolution outside the organization or for employment-related disputes.
It is also intended for use by organizations of all sizes and in all sectors, but Annex A provides guidance specifically for small businesses.
ISO 10002:2004 addresses the following aspects of complaints handling:
- Improved 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 product and customer service;
- Management commitment through adequate acquisition and deployment of resources, including personnel training;
- Recognizing and addressing the needs and expectations of complainants;
- Providing an open, effective and easy-to-use complaints process;
- Analyzing and evaluating complaints in order to improve the product and customer service quality;
- Auditing of the complaints-handling process
- Reviewing the effectiveness and efficiency of the complaints-handling process.