The Customer Satisfaction standard, ISO 10002:2004 – the guideline standard for implementing a complaints management system – helps organizations to identify, manage and understand how successfully they deal with their customers' complaints. The standard specifies the key requirements for handling customer complaints successfully and includes complaints management controls to help you address customer dissatisfaction within your business.

ISO 10002 addresses 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.

Who is it relevant for?

ISO 10002 is relevant to any organization that wishes to exceed customer expectations, a basic requirement for businesses of all types and sizes, whether they’re in the private, public or voluntary sectors.