The ISO 10002 standard provides guidance to organizations on planning, developing, operating, maintaining, and improving processes for handling complaints. It is compatible with ISO 9001 and supports its customer-focused approach through the effective and efficient application of complaint-handling processes; however, it can also be used independently of ISO 9001.
In modern business, organizations must strive for continuous improvement of their products and services to survive in the market. One way to achieve this is through the analysis of customer and end-user satisfaction, along with appropriate complaint handling, as dissatisfied customers can communicate their negative experiences with other companies, thereby adversely affecting the organization’s reputation.
The implementation and introduction of ISO 10002 are intended for organizations of all sizes, regardless of the types of products/services they offer in the market. The ISO 10002 certification allows organizations to leverage the feedback received to improve their products and services, as well as to transform dissatisfied customers into satisfied ones. This way, they retain existing customers and enhance their relationships with them.
