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ISO 10002:2018 (Customer Satisfaction and Complaint MS) - sbpm

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ISO 10002:2018 (Customer Satisfaction and Complaint MS)

The business environment has become highly competitive and today, customers have a choice of products and services. In this competitive environment, the differentiator that can lead to business success is innovative products and services, and a customer-centric approach.

Customer loyalty and satisfaction have become the top business agenda, and everyone is focusing on the customer. Businesses must listen and respond to customer complaints and grievances in a structured and process-driven manner. This becomes a challenge when there are tens of thousands, or even millions of customers. Not responding to customer complaints, or responding in a way that offends customers can damage business reputation and result in customer churn and loss of revenue. It also impacts the share price of your company and affect its investors. No business wants a customer posting negative sentiment or grievance on the internet or social media.

To mitigate customer churn and improve satisfaction, businesses need to assess and respond to customer complaints in a timely and uniform manner — and to do that, an effective Complaint Management System needs to be implemented.

A Complaint Management System (also called conflict management system) comprises a set of procedures to address customer complaints and resolve disputes. This system is essential for every business, even small businesses, as it can ensure business success.

Some of the benefits of a Complaint Management System are:

  • It helps to achieve operational efficiency and to identify trends and causes of complaints.
  • It resolves more complaints through a more customer-focused approach.
  • It helps to engage staff with new customer service training opportunities.
  • It integrates two standards, ISO 10002 with ISO 9001, to improve overall efficiency.

It will monitor and continually improve your complaints handling process, leading to better customer satisfaction rates.

Benefits After Implementing This Standard

The ISO 10002:2014 standard addresses the following aspects of complaints handling:

  • It enhances 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 product and 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 to improve the product and customer service quality.
  • Auditing of the complaints-handling process.
  • Reviewing the effectiveness and efficiency of the complaints-handling process.

In brief, ISO 10002 will ensure:

  • Better customer relationships.
  • Continual improvement of processes.
  • A transparent system.
  • Higher levels of customer satisfaction.
  • Brand improvement.
  • Management focus.