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What is ISO 10002?

ISO 10002 Quality Management – Customer Satisfaction -Guidelines for Complaints Handling in Organizations

iso 1000x
Relationship between the three

ISO 9001:2015 clause 9.1.2 discusses customer satisfaction and ISO has five standards to help support this important requirement.

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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