ISO 10002:2018

In today’s business world, the increasing number of commerce, the increase in the number of organizations in the same sector and the increase and change in customer expectations have caused the work of businesses to become more difficult and have made the concept of customer even more important. The continuity of businesses, their ability to stand on their feet in the sector they are in, their branding, their protection of brand value and their goals of increasing brand value and achieving these goals are possible by keeping their current customers and gaining new customers, and this is possible through absolute customer satisfaction.

The ISO 10002 standard provides guidelines for the complaint-handling process for products and services within an organization, including planning, design, development, operation, maintenance and improvement. The complaint-handling process described is the sum of all strategies developed for managing customers and customer relationships, suitable for use as one of the processes of an overall quality management system.

ISO 10002 Customer Satisfaction Management System Standard is a standard that can be applied by businesses of all types and sizes, whether private, public or voluntary, that want to satisfy their customers and provide them with services beyond their expectations.

The standard, revised as ISO 10002:2018, is a business standard designed to maximize profitability, revenues and customer satisfaction.

In order to establish more profitable and long-term relationships and interactions with customers, ISO 10002:2018 is one of the absolute requirements. It is a management approach that enables the company to establish and develop long-term relationships with potential and existing customers.

This standard is designed for use by any organization, regardless of its type or size or the products and services it provides. It is also designed for use by organizations in all sectors. It provides guidance specifically for small businesses.

What are the Benefits of ISO 10002 Customer Satisfaction Management System? 

• It shows how to proceed in line with the feedback received from customers.
• It improves employees’ awareness and attention regarding customer complaints.
• It shows that the customer is important.
• Provides customer satisfaction.
• It offers solution opportunities by preventing the recurrence of complaints.
• Increases the reputation of the organization.
• Reduces costs of retaining customers.