ISO 10002:2018

Customer Satisfaction & Complaints Handling Management System

ISO 10002:2018 – Customer Satisfaction & Complaints Handling Management System

🔹 What is ISO 10002:2018?

An international standard focused on effective complaints management.
Provides guidance for designing and implementing a customer-focused complaints-handling process.
Helps organizations respond to complaints efficiently and enhance customer satisfaction.

🔹 Key Features:

Structured process for receiving, evaluating, and resolving complaints.
Promotes transparency, accountability, and fairness in customer interactions.
Supports continual improvement based on customer feedback and complaint trends.

🔹 Benefits of ISO 10002 Certification:

✅ Improves customer loyalty and trust.
✅ Enhances service quality and operational efficiency.
✅ Reduces the risk of repeated issues or service failures.
✅ Strengthens brand image and credibility.
✅ Ensures compliance with global best practices in customer care.

🔹 Who Should Implement ISO 10002?

Applicable to all organizations – large or small, in any industry.
Especially valuable for customer-facing sectors such as:
- Retail & E-commerce
- Hospitality & Tourism
- Healthcare & Insurance
- Banking & Financial Services
- Public Services & Utilities

🔹 Why Choose CERTINOVA UK LTD?

Certified and experienced auditors in customer satisfaction systems.
Reliable and cost-effective certification services.
Global recognition with a strong focus on client success.

ISO 10002:2018 is the international standard for Customer Satisfaction and Complaints Handling. It provides practical guidance for organizations to design and implement an effective complaints management system that enhances customer satisfaction and loyalty. The standard outlines best practices for receiving, investigating, responding to, and resolving customer complaints in a fair, timely, and efficient manner. By adopting ISO 10002, organizations can improve communication, reduce customer churn, and turn complaints into opportunities for improvement. It applies to businesses of all sizes and sectors and is especially valuable in highly competitive or customer-facing industries. ISO 10002:2018 certification demonstrates a commitment to quality service, accountability, and continuous improvement — helping organizations build stronger relationships with their customers and stakeholders.