ISO 10002:2018 is an international guideline for complaint management that helps organizations effectively collect, process, and use customer feedback for continuous improvement. It aims to increase customer satisfaction and loyalty through a structured process. The guideline is applicable across all industries.
Key features and content of ISO 10002:
Structured complaint handling: Definition of a standardized procedure from receipt to resolution.
Potential for improvement: Transformation of complaints into feedback for the optimization of products and processes.
Customer focus: Promotion of a positive error culture.
Flexibility: Adaptable to all company sizes and industries.
Core processes: Include planning, design, development, operation, maintenance, and improvement of complaint management.
The standard serves as a guideline, not as a basis for certification of conformity, but can be applied as part of a comprehensive quality management system (e.g., ISO 9001). It considers aspects of customer satisfaction management before, during, and after the sale.
Enhance customer feedback and boost satisfaction with ISO 10002 standards. Learn effective complaint management techniques to improve your business today!
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