ISO 10002- Quality management – Customer Satisfaction Standard.

Quality management – Customer satisfaction
This document gives guidelines for the process of complaints handling related to products and services within an organization, including planning, design, development, operation, maintenance and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.


  • Efficiency improved when ISO 10002 is integrated with ISO 9001.
  • Better relationship.
  • Continual improvement.
  • Transparent system.
  • Customer satisfaction.
  • Brand improvement.
  • Management focus.