What is ISO 10002?
ISO 10002 Quality Management – Customer Satisfaction -Guidelines for Complaints Handling in Organizations
ISO 9001:2015 clause 9.1.2 discusses customer satisfaction and ISO has five standards to help support this important requirement.
- ISO 10001 Quality Management – Customer Satisfaction – Guidelines for Codes of Conduct for Organizations
- ISO 10002 Quality Management – Customer Satisfaction – Guidelines for Complaints Handling in Organizations
- ISO 10003 Quality Management – Customer Satisfaction – Guidelines for Dispute Resolution External to Organizations
- ISO 10004 Quality Management – Customer Satisfaction – Guidelines for Monitoring and Measuring
- ISO 10008 Quality Management – Customer Satisfaction – Guidelines for Business-to-Consumer Electronic Commerce Transactions
ISO 10002 provides guidance on the process of complaints handling for external customers and addresses the following:
- 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.
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