ISO 10002 : Customer Satisfaction Quality Management System
ISO 10002:2018 : Customer Satisfaction Quality Management System document gives guidelines for the process of complaints handling related to products and services within an organization. It provides guidance for organizations to plan, design, develop, operate, maintain and improve an effective and efficient complaints-handling process for all types of commercial or non-commercial activities,
It is intended for use by organizations regardless of type, size or product provided. The focus of this standard is on customers satisfaction.
Manage customer complaints effectively and you’ll have more chance of meeting their expectations as well. Encouraging customer feedback, including complaints if customers are not satisfied, can offer opportunities to maintain or enhance customer loyalty and approval, and improve domestic and international competitiveness.
Benefits:
- Provider access to an open and responsive complains handling process.
- Enhance the ability of the organization to resolve complains in a consistent, systematic and responsive manner.
- Enhances the ability of the organization to indentify tyrends and eliminate causes of complaints.
- Encourages personnel to improve their skills in working with customers.
- Provides a basis for continual review and analysis.
- Able to meet customer requirements