ISO 10002 Customer Satisfaction Management System Certification
Establish an effective complaint and feedback management structure in your company with ISO 10002 Customer Satisfaction Management System certificate; systematically address customer expectations, increase satisfaction and strengthen your brand reputation.
What is ISO 10002 Customer Satisfaction Management System?
ISO 10002 is an international standard developed to effectively manage customer complaints and increase customer satisfaction. This standard covers the processes of receiving, evaluating, resolving and continuously improving customer complaints. ISO 10002 encourages seeing customer complaints not as a threat but as an opportunity for improvement. It provides a systemic approach to ensuring customer satisfaction and managing complaints.
ISO 10002 helps organizations adopt a customer-oriented approach and improve their processes by taking customer feedback into account. This standard aims not only to resolve complaints, but also to continuously increase customer satisfaction by eliminating the causes of complaints.
The most current version of the standard published by ISO was published in 2018 as ISO 10002:2018.
Basic Principles of ISO 10002 Standard
ISO 10002 ensures that certain principles are followed when managing customer complaints
Transparency
The process of how to handle customer complaints is known by both customers and employees, and the process is clear.
Objectivity
Handling complaints fairly, impartially and without prejudice, and treating all complainants equally.
Customer Orientation
Taking customer satisfaction as a basis in resolving complaints and offering solutions that meet customer needs.
Punctuality
Handling complaints as soon as possible
Accessibility
The grievance handling process is easily accessible to all parties and grievance mechanisms are made available to customers through various channels.
Free of charge
The complaint handling process is free of charge for customers.
Accountability
The grievance handling process is open to audit, and the processes can be monitored and evaluated.
Feedback and Evaluation
Returning to the customer regarding the complaint and providing necessary information.
Responsiveness
Ensuring accurate and healthy communication in grievance processes and providing timely and effective feedback to complaints.
Privacy
Protecting the confidentiality of customer information, handling complaints confidentially.
Continuous Improvement
Continuous improvement of processes by analyzing complaints and continuously increasing customer satisfaction.
Secure Your Customer Satisfaction
Systematically manage customer complaints, increase trust and strengthen your brand reputation with ISO 10002 Customer Satisfaction Management System. Manage your certification process with confidence with our expert team.
ISO 10002 Customer Satisfaction Management System Certification Process
After the organizations wishing to obtain ISO 10002 Customer Satisfaction Management System Certificate have established the management system, certification is carried out as follows.
Certification Audit:
Completion of the certification audit in two phases;
Stage 1 Audit: General examination of the documentation prepared by the company within the scope of ISO 10002 Customer Satisfaction Management System.
Stage 2 Audit: On-site control of the applications of the documentation prepared by the company within the scope of ISO 10002 Customer Satisfaction Management System and identification of appropriate and possible inappropriate issues.
Corrective Actions, Follow-up Audit and Certification:
If nonconformity is detected in the Stage 2 Audit, ISO 10002 Customer Satisfaction Management System Certificate of Conformity is issued after the nonconformity is closed by the organization applying for certification or by the certification body with a follow-up audit according to the type and size of the nonconformity.
Surveillance Audits:
Surveillance audits are partial audits and are conducted in the second and third years after the certification audit. In surveillance audits, the main processes of the organization are audited and certain parts of the support processes are checked.
Periodic surveillance audits are mandatory for the validity of the ISO 10002 Customer Satisfaction Management System Standard Certificate and to determine that the organization’s management system continues to comply with the standard. These periodic surveillance audits are 1st Surveillance and 2nd Surveillance audits. The first of these surveillance audits must be completed within 12 months after the Stage 2 audit and the second within 24 months after the Stage 2 audit.
Recertification Audit:
It is a type of audit conducted in the fourth year after the Stage 2 audit and conducted to organizations that implement the ISO 10002 Customer Satisfaction Management System Standard and have undergone the first certification audit. As in Stage 2 and 1st Surveillance and 2nd Surveillance audits, documentation and application control of the organization is carried out by on-site audit.
ISO 10002 Customer Satisfaction Management System and ISO 9001 Quality Management System Relationship
The ISO 10002 and ISO 9001 standards are based on the principles of quality management, but have different focus areas. ISO 9001 is a general quality management system standard and covers all processes of the organization. ISO 10002, on the other hand, provides more specific requirements for the management, resolution, feedback and satisfaction determination of customer complaints.
ISO 10002 is a standard that supports and elaborates on the customer focus principle of ISO 9001. When the two standards are applied together, a stronger foundation for customer satisfaction can be built.
