ISO 10002:2018 provides guidance to organizations on planning, designing, developing, using, maintaining and improving an effective and efficient complaint management process for all types of commercial or non-commercial activities, including those related to electronic commerce. It is intended to benefit an organization and its customers, complainants and other interested parties.
The information obtained during the complaints handling process is relevant to the products, services and processes, and to the reputation of the organization, regardless of its size, location and sector, where complaints are handled properly.
In a global market, the value of implementing the ISO 10002:2018 standard becomes more evident as it provides confidence in the consistent handling of complaints. An effective and efficient complaint management process reflects the needs and expectations of both organizations providing products and services and the recipients of these products and services.
Handling complaints through a process described in the ISO 10002:2018 standard can increase customer satisfaction.
Encouraging customer feedback, including complaints if customers are dissatisfied, can provide opportunities to maintain or improve customer loyalty and approval and increase domestic and international competitiveness.
Applying the process described in the ISO 10002:2018 standard helps to achieve the following:
- providing a complainant with access to an open and responsive complaints handling process;
- develop the organization's ability to resolve complaints in a consistent, systematic and responsive manner to the satisfaction of the complainant and the organisation;
- improving the organization's ability to identify trends and eliminate causes of complaints and improve the organization's operations;
- helping the organization create a customer-oriented approach to resolving complaints and encouraging staff to improve their skills in working with customers;
- Continuous review and analysis of the complaints-handling process, providing a basis for resolving complaints and making process improvements.
The organization may use its complaints handling process in conjunction with its customer satisfaction code of conduct and external dispute resolution processes.
The focus of the ISO 10002:2018 standard is the satisfaction of individuals or organizations that can purchase or receive products or services from a public institution or private organization.
ISO 10002:2018 provides guidance on the process of handling complaints about services and products within an organization, including planning, design, development, operation, maintenance and improvement.
ISO 10002:2018 addresses the following issues in handling complaints:
a) increasing customer satisfaction by creating a customer-focused environment, including open feedback (including complaints), resolving received complaints and the organization's ability to improve its products and services, including customer service;
b) senior management involvement and commitment through adequate acquisition and use of resources, including staff training;
c) recognize and address the needs and expectations of complainants;
d) provide complainants with a clear, effective and easy-to-use complaints process;
e) analyze and evaluate complaints to improve the quality of products and services, including customer service;
f) monitoring the complaints-handling process;
g) To review the effectiveness and efficiency of the complaints handling process.
Relationships with ISO 9001 and ISO 9004
The ISO 10002:2018 Standard is compatible with ISO 9001 and ISO 9004 and supports the objectives of these two standards through the effective and efficient implementation of a complaints management process. ISO 10002:2018; It can also be used independently of ISO 9001 and ISO 9004.
ISO 9001 specifies the requirements for the quality management system. The complaints handling process described in ISO 9001 (ISO 10002) can be used as an element of the quality management system.
ISO 9004 provides guidance for achieving the sustainable success of an organization. The use of this standard (ISO 10002) can improve performance in the field of complaints handling and increase the satisfaction of customers and other interested parties to facilitate the achievement of sustainable success.
ISO 10002:2018 can also facilitate continuous improvement of product, service and process quality based on feedback from customers and other interested parties.
Relationships with ISO 10001, ISO 10003 and ISO 10004 ISO 10002:2018; Compliant with ISO 10001, ISO 10003 and ISO 10004.
These four documents can be used independently or in conjunction with each other. Used together, ISO 10002:2018, ISO 10001, ISO 10003 and ISO 10004 can form part of a broader, integrated framework for greater customer satisfaction through codes of conduct, complaints handling, dispute resolution and monitoring and measuring customer satisfaction.
ISO 10001 contains guidance on codes of conduct for organizations concerned with customer satisfaction.
Such codes of conduct can reduce the likelihood of problems arising and eliminate the causes of complaints and disputes that can reduce customer satisfaction.
ISO 10003 provides guidance in resolving product and service-related disputes, where complaints cannot be resolved satisfactorily.
ISO 10003 can help minimize customer dissatisfaction resulting from unresolved complaints.
ISO 10004 includes guidance on establishing effective processes for monitoring and measuring (Customer satisfaction. Focus on customers outside the organization).
ISO 10004 can support the establishment and implementation of a complaints-handling process. For example, the processes described in ISO 10004 can assist the organization in monitoring and measuring customer satisfaction during the complaint handling process.
Likewise, information from the complaint handling process can be used to track and measure customer satisfaction.
For example, the frequency and type of complaints can be an indirect indicator of customer satisfaction.
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