ISO 10002 is an international standard for customer complaint handling, designed to help organizations establish a system for managing and resolving customer complaints effectively.
The standard enables organizations to address complaints systematically, build trust through transparent processes, and drive continual improvement.
ISO 10002 can be implemented as a standalone system or integrated with other management systems, such as ISO 9001 (Quality Management System).
This standard is applicable to all industries and organizations, and is especially valuable for service providers, manufacturers, public institutions, and B2B companies that engage in direct interactions with customers.
By implementing ISO 10002, organizations can expect the following benefits:
Enhanced Customer Satisfaction
● Increases customer trust by handling complaints promptly and systematically
● Transforms complaints into positive customer experiences
Improved Organizational Image and Brand Value
● Strengthens organizational credibility through customer-focused complaint handling procedures
● Leads to increased positive customer feedback
Systematic Management of Complaint DataL
● Records and analyzes customer complaints to prevent recurring issues
● Enables data-driven decision-making
Promotion of Continual Improvement
● Incorporates customer feedback to enhance products and services
● Improves the efficiency of internal processes
Reduction of Legal Risks
● Prevents disputes and legal issues through proper complaint resolution
● Ensures compliance with legal and regulatory requirements related to customer complaints
This standard is applicable to organizations of all industries and sizes, and is particularly useful in the following sectors:
● Consumer service industries (e.g., banking, insurance, retail, aviation, hospitality)
● Manufacturing and distribution industries (both B2C and B2B businesses)
● Public institutions and government agencies (especially those handling civil complaints)
● Healthcare and medical services (e.g., hospitals, pharmaceutical companies, medical device manufacturers)
● Provides a framework for effective management of customer complaints
● Enhances customer trust and strengthens the organization’s image
● Improves service quality through continual improvement
● Enables data-driven analysis and decision-making based on customer feedback
● Can be integrated with ISO 9001
ISO 10002 operates based on the Plan-Do-Check-Act (PDCA) cycle.
| Phase | Key Activities |
|---|---|
| Plan | ● Establish policies and objectives for handling customer complaints ● Define responsibilities and roles within the organization |
| Do | ● Operate procedures for receiving and responding to customer complaints ● Provide internal training on the complaint handling process |
| Check | ● Evaluate the performance of complaint handling and analyze related data ● Identify areas for improvement and major issues |
| Act | ● Implement corrective actions and continually improve the process ● Allocate appropriate resources to ensure effective complaint resolution |
ISO 10002 is an important standard for systematically managing customer complaints, enhancing customer satisfaction, and strengthening organizational quality and competitiveness.
By complying with this standard, organizations can not only maintain trust with their customers but also achieve long-term success through the structured management of complaint data and continual improvement.
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