ISO 10002:2004 Quality Management – Customer Satisfaction Certification
ISO 10002:2004 provides top-tier guidance on the best practices for handling complaints related to products within an organization, covering planning, design, operation, maintenance, and development. This top-standard procedure is ideal for integration into an overall quality management system to ensure excellence in customer satisfaction and continuous improvement.
The handling of complaints through a procedure as described in ISO 10002 should improve client approval. Encouraging customer feedback (including complaints) should offer opportunities to maintain or develop client loyalty and approval, and progress domestic and international competitiveness.
Benefits of ISO 10002:2004
- Resolving complaints to the approval of the complainant and the organization
- Customer-focused approach to resolving complaints
- Obtain information on new expectations
- Recognize trends and therewith remove causes of complaints
- Basis for frequent review and analysis of the complaints-handling procedure
- Encourage personnel to develop their skills in working with clients