ISO 10002:2018 Customer Satisfaction Management System
What is Customer Satisfaction Management System?
Customer satisfaction is an important concept for all sectors. For this reason, it is a preferred management system for every organization that provides services beyond customer expectations.
At its core, it reveals the handling of customer complaints by root cause analysis, their reduction/elimination, and recording and transferring them to future periods in a broader framework than ISO 9001.
ISO 10002 standard has been developed to fulfill the requirement of Unconditionally Meeting Customer Expectations.
What are the Benefits of ISO 10002 Customer Satisfaction Management System?
In the modern business world and professional business life, it is very important for a business to learn from the feedback and complaints from its customers, and from all kinds of positive and negative information flows and make improvements. As a matter of fact, the researches show that the success of the companies that approach customer demands, requests and complaints institutionally and analytically and their brand values increase. Again, as a result of research; It has been revealed that the source of ideas for many corporate and accepted products is the feedback from customers.
The ISO 10002 standard covers the organizations’ strategies to meet customer expectations and find solutions, and we can list the benefits as follows:
• Determines how to behave when a customer complaint is received,
• Ensures that problems with the customer are handled in the most fair way,
• It contributes to increasing customer satisfaction.