EN ISO 10002 Customer Satisfaction Management System

The ISO 10002 standard, published by ISO (International Organization for Standardization) in 2004, aims to systematically manage customer complaints and ensure and maintain customer satisfaction. Transforming dissatisfaction and complaints using a variety of systematic and administrative means plays a crucial role. The standard thus offers a completely new perspective on customer complaint which at first glance seems negative and deliberately conveys new procedural principles for general treatment as well as for increasing customer satisfaction. The application is possible as a stand-alone system or as part of an ISO 9001 system.

Objectives of ISO 10002:

Improve customer satisfaction

Optimization of the existing complaint / reclamation procedure

Recognizing and respecting customer needs

Complaints review process

Improving the quality of products or services