Complaint Management System

ISO 10002 Complaints Management System provides guidance on the process of complaints handling related to products within an organization including planning, design, operation, maintenance and improvement.

A happy customer makes for a happy company. When applying the customer satisfaction management standards from the ISO 10000 family, you manage and enhance customer satisfaction in a structured way. A scored assessment provides measures on effectiveness, risks and opportunities for improvement.

The standards are applicable to any company regardless of size and product or service provided. You can choose to apply the entire set of standards or individual documents. The four standards address customer satisfaction monitoring and measuring, code of conduct, complaints handling and external dispute resolution. While non-certifiable, the standards provide organizations with sound guidance on the critical aspect of customer satisfaction management, a topic briefly covered in the Quality Management System standard ISO 9001. A scored assessment by DNV Business Assurance will ensure that you are on the right track towards happy and loyal customers.


What are the main benefits?

Applying one or more standards will help you mitigate customer dissatisfaction, enhance customer loyalty and improve your company’s external reputation. With a systematic approach to customer satisfaction management coupled with a scored assessment from DNV Business Assurance, you will get full visibility of the effectiveness, strengths, weaknesses, risks and opportunities for improvement. When paired with ISO 9001 certification, you get a deep dive assessment into the compliance and effectiveness of your customer satisfaction management processes. The assessment report can be used as an internal benchmark, support your self-assessment efforts, encourage transparency regarding your customers’ satisfaction management, and demonstrate progress, compliance and performance toward suppliers and customers.

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