ISO 10002 – Customer Satisfaction Management System

ISO 10002 is an international standard that provides guidelines for designing, implementing, and maintaining an effective customer complaint-handling process. It helps organizations manage complaints in a fair, transparent, and timely manner, leading to improved customer satisfaction and stronger customer relationships. By implementing ISO 10002, organizations can identify recurring issues, improve products and services, reduce customer dissatisfaction, and enhance overall service quality. The standard applies to organizations of all sizes and sectors and supports continual improvement by turning customer feedback into valuable business insights. ISO 10002 demonstrates an organization’s commitment to customer-focused service, accountability, and continuous improvement, helping build trust, credibility, and long-term customer loyalty.

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