ISO 10002:2018 Customer Satisfaction

“A complaint is a countenance of displeasure poised on the products and services of an organization for which, a solution is expected either implicitly or explicitly”

Businessestoday are greatly dependent uponinnovations in their products and services which re-defines their performance levels. It is indeed a global fact that, customers expect more and more from the service you provide and your competitors parallel by working harder to meet their expectations.For an organization, it takes efforts of two folds to earn a customer than maintaining an existing one as loss of customers impacts directly onto business reputation. Therefore, achieving customer satisfaction is of high importance for any business/organizations to move up the ladder of business enrichment.

For businesses which are solely dependent upon customersatisfaction and loyalty, excellence in customer service is of prime importance to attain a competitive edge. It is for this reason an International Standard which specifically relates to customer satisfaction is very important to attain confidence towards unswerving treatment of complaints. In the overall QMS for organizations, a complaint management system is considered to be one of its processes as tight references are made to ‘enhancing customer satisfaction’ and creating a ‘customer-focused environment’ throughout.

WHAT IS ISO 10002?

Customer satisfaction is the key to any business, a way to improve your customer satisfaction is by identifying and eliminating the dissatisfaction causes hidden in your system.In simple terms, success depends on how well you understand the complaint, how it is handled and if the customer is happy with the solution offered.Any effort towards encouragement of customer feedback (not limited to complaints) offers better prospects to maintain or enhance customer loyalty and endorsement that helps to improve organization’s domestic and international competitiveness.

The process of handling complaints related to products and services within an organization is often complex as it is a component of an all-encompassing QMS. The ISO 10002 is a helpful chaperonwhich provides guidance on the process of complaints handling related to products /services within an organization. The ISO 10002 standard outlines management controls and processes for the design and application of effective and efficient complaints-handling processes that help you to handle customer complaints more commendably including how to implement, maintain and improve upon the system put in place. The Standard is broken down into the topics such as:

The standard provides assistance for all types of commercial or non-commercial activities, including those related to electronic commerce covering all major aspects of an effective customer complaints handling system related to products within an organization such as:

The ISO 10002 standard is not applicable to disputes referred for resolution outside the organization or for employment-related disputes. The intention of ISO 10002 is to ‘benefit an organisation and its customers, complainants and other interested parties’ In a global marketplace, the value of an International Standard becomes more evident since it provides confidence in the consistent treatment of complaints. However, this International Standard is not intended to change any rights or obligations provided by applicable statutory or regulatory requirements.


Customer dissatisfaction is a serious thing which can cause some serious damage to your business. A recent study revealed that, a small group of unhappy customers can drive away twice the number of existing customers from your business through simple propaganda. An effective customer complaints handling and management system will find ways to differentiate themselves from competitors, define customer service standards, and deliver an effective complaints-handling process which reflects the needs of both the organizations supplying products and those who are the recipients of those products. TheISO 10002standard addresses some of the major aspects of complaints handling process that helps:

The effective resolution of complaints increases the organization’s ability regards the management of the services and the quality of production. The major benefit for any organisation which implements an effective complaints management system through ISO 10002 regulations helps them greatly 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.

The International Standards Organization (ISO) have issued many supporting standards which can be used in conjunction with the ISO 9000 series, ISO 10000 Series specially, ISO 10002 for customer satisfaction is compatible with ISO 9001 and ropes the objectives of this standard through the operative and efficient application of a process to progress and implement a code of conduct related to customer satisfaction.


Complaint management is challenging as there is not always a concrete solution to the problem. For organisationswith excellent customer service system implemented through standard’s regulation acts as a ‘true-to-life’ manual designed expressly for this purpose.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 who wish to walk an extra mile beyond customer satisfaction.

For an organisation, implementing ISO 10002 into practice helps them greatly to:

  • Achieve operational flow, consistency and efficiency to identify the root of complaints
  • Resolve more complaints by having a more customer focused approach
  • Engage staff with more customer service training, resources and opportunities
  • Integrate ISO 10002 with ISO 9001 to improve overall efficiency of workflow
  • Monitor and continually improve upon the current procedure for handling feedback

This International Standard series can also be used independent of ISO 9001 and ISO 9004; it may be used either independently or in combination with other standards like ISO 9001 / ISO 9004. When used together, they can be part of a wider and combined framework for improved customer satisfaction through series of demeanors, complaints handling and dispute resolution system in place. ISO 10004 complements ISO 10001, ISO 10002 and ISO 10003 by providing guidance on the monitoring and measuring of customer satisfaction. The information gainedcan guide the organization which has adopted standards to take actions which can help to sustain or enhance customer satisfaction.

Some of the key benefits of implementing ISO 10002 for organisations to achieve customer satisfaction are,

The complaints-handling process described is suitable for use as one of the processes of an overall quality management system of organizations of all sizes and in all sectors. The major aim of such a standard is to, create confidence and increase customer retention by helping to correctly handle complaints and seizing the resulting opportunities for learning.


Customer Retention:

Implementing an effective complaint management system in accordance to ISO 10002 standard, gives customers a feel of confidence and commitment towards thetenacity & reparation of any of their query or complaints. This directly enhances the capability of an organization to gain the loyalty of their customers thereby leading to higher rate of customer retention.

Improved Efficiency:

Implementing an effective customer complaint management system and certifying the same assures a reliable process to handle customers queries. This helps to improve organization’s performance by identifying the causes and eliminate the grounds of complaints, as well as expand organization’s operations.

Better Relationship:

It helps you to adopt a customer-focused approach in resolving complaints and encourage personnel to improve their skills in working with customers.

Continual improvement:

It provides a basis for continual review and analysis of your complaints-handling process, the resolution of complaints and where improvements can be made.


Ensures a consistent approach to handling customer queries, enabling you to identify trends and eliminate the causes of complaints by providing complainants an open, effective and easy-to-use process

Auditable System:

Analyzing and evaluating complaints is essential in improving the product and customer service quality which is achieved by auditing and Reviewing the effectiveness and efficiency of the complaints-handling process


The standard is compatible with ISO 9001 QMS allowing you to add value and efficiency to your organization. The standard can be used alone or in conjunction with ISO 9001- Quality Management System of Organizationas ISO 10002 – annex A also provides guidance specifically for small businesses too.

Management System:

The ISO 10002 being a management system by nature, consists of all major ingredients of a typical QMS inherited on the basis of customer compliant management and handling process

Customer Satisfaction:

Enhance customer satisfaction by creating a customer focused environment that is open to feedback (including complaints), resolving any complaints, and enhancing the organization's ability to improve its product and customer service

Management Focus:

Management commitment through adequate acquisition and deployment of resources, including personnel training

Brand Improvement:

Certified complaint management system demonstrates to customers & other stakeholders that recognizing and addressing the needs and expectation of complainants, you have processes in place to handle, analyze and review complaints to improve the product and customer service quality


Effective complaint Management system helps to ensure defined responsibilities.

ISO 10002:2018:

Customer Satisfaction & Complaint Management System.

This ISO Standard gives assurance of Customer Satisfaction & Complaint management System as per International approach for all types of organizations such as Manufacturing/processing, Service Providing Organization and Trading Organization etc. This organization assured that Customer Satisfaction Level Enhance Continuously.


Preliminary audit (optional):

TRAIBCERT’s experienced and highly-skilled auditors would listen to you and perform an initial assessment to understand audit issues and maximize your chances of being certified.The audit focuses mainly on the areas of the system that needs further improvements inline with the standard’s requirements, in order to achieve the business objectives. Once identifying and eradicating potential vulnerabilities in the management system, the actual audit in relation to the certification begins.

Certification audit:

This phase is comprised of a stage 1 and stage 2 audit consists of detailed review where, TRAIBCERT’s auditors with expertise and vast knowledge on the industry sectors, assess your documentation, interviews your teams, analyzes your practices, your data against the requirements of the standard inview of fulfilling the requirements. We strive to reveal observations that can add value through reduced costs, increased efficiency, and decreased time to market.

Issue Certificate:

Once our highly competent & qualified auditors who are experts in the sector, identifies that yousatisfy the requirements of ISO 10002-2018, we TRAIBCERT a leading accredited certification body will Issue the ISO 10002-2018 certificate.


Annual surveillance of the ongoing optimization of your processes and management system would be carried out to ensure adherence of the system with that of the ISO standards.


Upon reaching 3 years from the date of issuance of certificate, the maximum validity of the certificate, we will provide full support to your organization towards the re-certification for the next term.


We TRAIBCERT, an independent third party certifying body, believe that an audit process should be about good communication between the Client, Auditee, and the Auditor. Our approach to registration ensures that the auditor is at your facility for all of the important stages of the audit process. TRAIBCERT’s services are tailor made specifically for client needs which help you achieve ISO 10002 certification as well as maintain it in the way that best meets your needs, to deliver tangible business benefits for your organization.Through our direct and efficient approach towards the development of effective Management Systems, we bring together specialist advisers and assessors to provide you with appropriate advice, support, and certification services.We ensure that your management systems are focused on your needs and the needs of your clients by providing you with a rapid, compliant and effective route to certification.

We maintain open communication with you throughout the entire process where we welcome your feedback and discussion in an objective manner. Our proprietary certification process is designed to provide objective, value-added feedback on your business performance as not only assess how well your organization meets all these requirements; but also put forward a detailed report, illustrating the way the concern performs.

Your benefits at a glance

  • A series of common standards that are implemented globally throughout the supply stream.
  • Receive objective recommendations for ongoing continuous improvement
  • Public recognition for your commitment to a process which produces environmentally sound products or services, providing on-time delivery and meeting customer and consumer expectations.
  • A complete GAP analysis of your company with respect to your Certification Requirement.
  • Conducting pre-assessment and Internal Audit.
  • Know your system is effective and practical.
  • Know your system is effective and practical.
  • Training and guiding your team to implement best practices as per the certification guidelines.
  • Providing 24/7 access support to your team to build the documentation as per the certification requirements.
  • You Partner with a highly professional, independent, impartial, and unbiased certification body
  • Have a qualified and experienced global pool of auditors at your disposal

With the help of TRAIBCERT’s experienced professionals, we offer an effective Certification service to our clients who have got huge importance for customer satisfaction. Our document certifies and helps them to demonstrate stakeholders that you have a real commitment to managing customer care issues and you have processes in place to handle, analyse and review complaints

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