ISO 10002:2018 provides guidance to organizations on planning, designing, developing, operating, maintaining, and improving an effective and efficient complaints management process for all types of commercial or non-commercial activities, including those related to e-commerce. It is intended to benefit an organization, its customers, complainants, and other relevant parties.
The information obtained in the process of handling complaints is related to the reputation of the organization, regardless of its size, location, or sector, particularly when complaints are appropriately addressed in relation to products, services, and processes.
In a global market, the value of implementing the ISO 10002:2018 standard becomes more apparent as it provides confidence in the consistent handling of complaints. An effective and efficient complaints 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 ISO 10002:2018 can enhance customer satisfaction.
Encouraging customer feedback, including complaints, in cases where customers are dissatisfied can provide opportunities to maintain or improve customer loyalty and approval and increase local and international competitiveness.
The implementation of the process described in ISO 10002:2018 helps achieve the following:
Organizations may use the complaint-handling process together with customer satisfaction codes of conduct and external dispute resolution processes.
The focus of ISO 10002:2018 is the satisfaction of individuals or organizations that may or do receive products or services from a public institution or a private organization.
ISO 10002:2018 provides guidance on handling complaints related to products and services within an organization, including planning, design, development, operation, maintenance, and improvement.
ISO 10002:2018 addresses the following aspects in complaint handling:
a) Creating a customer-focused environment that includes open feedback (including complaints) to enhance customer satisfaction, address received complaints, and improve the organization's ability to develop its products and services, including customer service; b) Top management involvement and commitment through the adequate acquisition and use of resources, including staff training; c) Recognizing and addressing the needs and expectations of complainants; d) Providing complainants with an open, effective, and easy-to-use complaint-handling process; e) Analyzing and evaluating complaints to improve the quality of products and services, including customer service; f) Auditing the complaint-handling process; g) Reviewing the effectiveness and efficiency of the complaint-handling process.
ISO 10002:2018 is compatible with ISO 9001 and ISO 9004 and supports the objectives of these two standards through the effective and efficient implementation of a complaint management process. ISO 10002:2018 can also be used independently of ISO 9001 and ISO 9004.
ISO 9001 specifies requirements for a quality management system. The complaint-handling process described in ISO 10002 can be used as part of the quality management system outlined in ISO 9001.
ISO 9004 provides guidance for achieving the sustainable success of an organization. The use of ISO 10002 can improve performance in the area of complaint handling and enhance customer and other stakeholder satisfaction, facilitating the achievement of sustainable success.
ISO 10002:2018 can also facilitate the continuous improvement of product, service, and process quality based on feedback from customers and other relevant parties.
ISO 10002:2018 is compatible with ISO 10001, ISO 10003, and ISO 10004.
These four documents can be used independently or in conjunction with each other. When used together, ISO 10002:2018, ISO 10001, ISO 10003, and ISO 10004 can form a broader and more integrated framework for greater customer satisfaction through codes of conduct, complaint handling, dispute resolution, and monitoring and measuring customer satisfaction.
ISO 10001 provides guidance on codes of conduct for organizations regarding customer satisfaction.
Such codes of conduct can reduce the likelihood of problems arising and eliminate the causes of complaints and disputes that could decrease customer satisfaction.
ISO 10003 provides guidance on resolving product- and service-related disputes in cases where complaints cannot be satisfactorily resolved.
ISO 10003 can help minimize customer dissatisfaction resulting from unresolved complaints.
ISO 10004 provides guidance on establishing effective processes for monitoring and measuring customer satisfaction, focusing on customers outside the organization.
ISO 10004 can support the establishment and implementation of a complaint-handling process. For example, the processes described in ISO 10004 can assist an organization in monitoring and measuring customer satisfaction within the complaint-handling process.
Similarly, information from the complaint-handling process can be used in tracking and measuring customer satisfaction.
For example, the frequency and type of complaints may serve as an indirect indicator of customer satisfaction.