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ISO 10002 Customer Satisfaction Management

ISO 10002 is an international standard for customer satisfaction management. This standard provides a framework for organizations to handle customer complaints effectively and to improve customer satisfaction. The primary objective of ISO 10002 is to encourage organizations to adopt a customer-focused approach.

In today’s business world, increasing trade volumes and the growing number of organizations across sectors have created a more challenging environment for businesses by changing and raising customer expectations. This situation has made the concept of the customer even more critical. For organizations to succeed, compete within their sector, build a strong brand, and protect and enhance brand value, it is essential to retain existing customers and acquire new ones. Absolute customer satisfaction plays a key role in achieving these objectives.

Customer satisfaction refers to the benefit customers derive from a product or service in line with their expectations. The ISO 10002 Customer Satisfaction Management System is a management approach that enables companies to establish profitable and long-term relationships with potential customers and to further develop these relationships. This standard requires management commitments that include creating a customer-oriented environment, being open to feedback (including complaints), ensuring that every complaint is resolved, and continuously improving customer service.