ISO 10002:2018

Quality management — Customer satisfaction — Guidelines for complaints handling in organizations

ISO 10002:2018provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance, and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.

ISO 10002:2018addresses the following aspects of complaints handling:

enhancing 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;

top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;

recognizing and addressing the needs and expectations of complainants;

providing complainants with an open, effective, and easy-to-use complaints process;

analysing 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.

The Benefits of ISO 10002?

Better Relationship.

Continual improvement.

Transparent System.

Customer Satisfaction.

Brand Improvement.

Management Focus.

How to get ISO 10002

Get commitment and support from senior management.

Engage the whole business with good internal communication.

Compare existing management processes with ISO 10002 requirements.

Get customer feedback on current complaints management.

Establish an implementation team to get the best results.

Map out and share roles, responsibilities, and timescales.

Adapt the principles of ISO 10002 management systems to your business.

Motivate staff involvement with training and incentives.

Train staff to understand and use the ISO 10002 management system.

Regularly review your ISO 10002 system to make sure it remains effective and that you are continually improving it.