ISO 10002 CUSTOMER SATISFACTION MANAGEMENT SYSTEM

ISO 10002 is a management approach that enables organizations to establish more profitable and long-term relationships with potential and existing customers and to continuously develop these relationships. It primarily requires the creation of a customer-focused environment that is open to feedback (including complaints), the resolution of each complaint received, and the fulfillment of management commitments related to improving customer service.

This standard has been developed for the benefit of organizations, their customers, complainants, and other interested parties. It is designed for organizations that aim to differentiate themselves in the eyes of their customers, value customer opinions and feedback, and use this input as much as possible for continuous improvement, enabling them to demonstrate and prove these capabilities.

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Benefits of ISO 10002

• Encourages customer feedback, including complaints when customers are dissatisfied, and provides opportunities to maintain or increase customer loyalty and approval,

• Provides complainants with access to a transparent and accountable complaint-handling process,

• Enhances the organization’s ability to resolve complaints in a consistent, systematic, and responsible manner,

• Contributes to increasing customer satisfaction and improving products and customer services by fostering a customer-focused environment open to feedback and ensuring effective resolution of complaints,

• Supports the analysis and evaluation of complaints to improve product and customer service quality,

• Reduces customer retention costs,

• Contributes to the enhancement of organizational reputation,

• Enables organizations to handle customer complaints effectively and transform dissatisfaction into satisfaction through a well-functioning complaint management system.