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ISO 10002 Customer Satisfaction

ISO 10002 Customer Satisfaction Overview

ISO 10002 is a guideline for the establishment/operation of an efficient complaint handling system, which is the basis of client satisfaction management. ISO 10002 certification allows companies to effectively respond and manage not only complaints but also client expectations and needs, thereby achieving better client satisfaction.
Considering complaints as an opportunity for improvement, they can lead to client satisfaction. ISO 10002 certified companies can give confidence that complaints will be handled consistently, and efficient complaint management can turn dissatisfied clients into positive business opportunities.
Information obtained through the client complaint process can contribute to product and process improvement, enhance corporate value, and strengthen external competitiveness by improving corporate image.
ISO 10002 Customer Satisfaction Feature and backgrounds
As a new response to consumer protection, the Consumer Policy Committee (COPOLCO) established a working group called Consumer Protection in the Global Market in May 1997 to review the standards for handling consumer complaints. After that, after the Washington General Assembly in May 1999 and the General Assembly in May 2000, international standardization was proposed to ISO. ISO accepted this and decided to develop specifications for claims in TC176/SC3 (Quality Management and Quality Guarantee/Support Technology), and completed the ISO10002 standard in July 2004, five years after undergoing its own standard establishment process (WD-CD-DIS-FDIS-IS-IS). In this process, AS4269:1995 in Australia, BS8600:1999 in the UK, and JISZ9920:2000 in Japan were referred to, and ISO 10002:2004 provides guidance on product-related complaint handling processes within the organization, including complaint handling structures, planning, composition, operation, maintenance, and improvement processes.

ISO 10002 Customer Satisfaction Contents

No. Title
4 General principles
4.1 General
4.2 Commitment
4.3 Capacity
4.4 Transparency
4.5 Accessibility
4.6 Responsibility
4.7 Objectivity
4.8 Charges
4.9 Information integrity
4.10 Confidentiality
4.11 Customer-focused approach
4.12 Accountability
4.13 Improvement
4.14 Competence
4.15 Timeliness
5 Complaints-handling framework
5.1 Context of the organization
5.2 Leadership and commitment
5.3 Policy
5.4 Responsibility and authority
6 Planning, design and development
6.1 General
6.2 Objectives
6.3 Activities
6.4 Resources
7 Operation of complaints-handling process
7.1 Communication
7.2 Receipt of complaints
7.3 Tracking of complaints
7.4 Acknowledgment of complaints
7.5 Initial assessment of complaints
7.6 Investigation of complaints
7.7 Response to complaints
7.8 Communicating the decision
7.9 Closing complaints
8 Maintenance and improvement
8.1 Collection of information
8.2 Analysis and evaluation of complaints
8.3 Evaluation of the satisfaction with the complaint-handling process
8.4 Monitoring of the complaint-handling process
8.5 Auditing of the complaint-handling process
8.6 Management review of the complaints-handling process
8.7 Continual improvement

ISO 10002 Customer Satisfaction Introduction Effectiveness and Necessity

  • The benefits that ISO 10002 can offer to corporate organizations are expected to include: Client retention, brand reputation, operational efficiency, improved internal communication and relationships, and flexibility, and continuous improvement. In addition, these include complaints process, complaints resolution, and benefits that provide the basis for continuous review and analysis of which areas should be improved. Especially this specification provides value and efficiency to an organization because it can be compatible with ISO 9001, the standard of quality management system (as shown in Table 3-2), and ISO 10002-Appendix A provides guidelines to small businesses.
The U.S Certification Body is constantly striving to become a company of client satisfaction by securing sincere and experienced judges so that domestic and foreign companies can implement the introduction of ISO 10002, which is internationally recognized. In addition, through the ISO 10002 program of the U.S. Certification Institute, you can pioneer the global market by improving international awareness and improve marketability by satisfying requirements and improving product reliability.