Project Description

ISO 10002:2018 Customer Satisfaction Management System Certification

Customer relationship management is an essential part of any business. ISO 10002:2018 provides guidelines for complaints handling in an organization, including planning, design, development, operation, maintenance and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.

ISO 10002 standard outlines a set of controls and processes that will assist your organization in handling complaints more effectively and efficiently. This includes identifying complaints, their causes, and how to eliminate them.


ISO 10002:2018 addresses the following aspects of complaints handling:

  • enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization’s ability to improve its products and services, including customer service;
  • top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;
  • recognizing and addressing the needs and expectations of complainants;
  • providing complainants with an open, effective and easy-to-use complaints process;
  • analysing and evaluating complaints in order to improve the quality of products and services, including customer service;
  • auditing of the complaints-handling process;
  • reviewing the effectiveness and efficiency of the complaints-handling process.

ISO 10002 does not apply to disputes referred for resolution outside the organization or for employment-related disputes.

Benefits from Certification

  • Creates an open and effective complaints-handling process
  • Enhances customer satisfaction
  • Provides guidelines to help organizations to solve complaints more consistently
  • Recognizing and addressing the needs and expectations of complaints
  • Analyze and evaluate complaints to better improve the quality of products and services in the future


Related certification
ISO 9001 – Quality Management System

ISO 9001:2015 is a customer-focused certification that helps organizations develop and continuously improve their performance. An effective management system is vital for spotting opportunities and meeting expectations of interested parties. Achieving this standard proofs your organization’s quality capability meets international standards.