Customer Satisfaction

What is ISO 10002?

A good Complaints Management System is one of the crucial requirements for successful businesses when managing and understanding customers' needs.

Following customer demands and the publication of ISO 10002: 2004 - the guideline standard for implementing a Complaints Management System. BSI Management Systems has created an assessment scheme that it can certify your organization against. Via a third party Complaints Management scheme certificate, organizations have the opportunity to demonstrate to customers and other stakeholders that they take customers feedback seriously.

"A Complaint is an expression of dissatisfaction made to an organization, related to its products, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected"

- Definition from ISO 10002: 2004

The Complaints Management standard helps organizations of all types to identify, manage and understand how successfully they deal with their customer's complaints. Some examples of complaints are:

Poor quality of service
Inadequate handling of complaints
Poor communication both before and during the complaint handling process

The Complaints Management Scheme can apply to organizations of all sizes, in the private, public and voluntary sectors, regardless of the nature of their activities or the nature of the business.

The Complaints Management Scheme specifies the key requirements for handling customer complaints successfully and includes complaints management controls to help you address customer dissatisfaction in a satisfying way within your business.

Implementing a Complaints Management System.