STANDARD

Effective Complaint Management
with ISO 10002

ISO 10002 is an international customer satisfaction and complaint management standard that enables organizations to handle customer complaints fairly, effectively, and systematically, while aiming to increase customer satisfaction and improve processes by learning from complaints.

  • easy submission and recording of complaints
  • fair, impartial, and confidential assessment
  • monitoring and resolution of complaints
  • learning and improvement from feedback
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ISO 10002 customer satisfaction and complaint management preparation consultancy
ISO 10002 certification preparation and gap analysis

T Valense'S ROLE

Prepare for Certification with Confidence

We provide support for preparation, gap analysis, and assessment related to the implementation of Customer Satisfaction and Complaint Management. We compare your current practices with standard requirements, objectively report areas open to improvement, and help you prepare for the certification process with confidence.

  • gap analysis and current-state assessment
  • technical support for document and process preparation
  • internal audit preparation and objective assessment
  • confident preparation for the certification process
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FREQUENTLY ASKED

Frequently Asked Questions About ISO 10002

ISO 10002 is an international customer satisfaction and complaint management standard that enables organizations to handle customer complaints fairly, effectively, and systematically, while aiming to increase customer satisfaction and improve processes by learning from complaints.

The purpose of the standard is to increase customer satisfaction by handling complaints through a transparent, accessible, and impartial process and to support continual improvement through information obtained from complaints.

  • Increased customer satisfaction and loyalty
  • Systematic and fair resolution of complaints
  • Strengthened corporate reputation
  • Improved process and service quality
  • Creating value from customer feedback

ISO 10002 covers complaint management policy, receipt and recording of complaints, assessment and response, monitoring, confidentiality and impartiality principles, performance evaluation, and continual improvement.

Organizations pursue ISO 10002 to increase customer satisfaction, manage complaints systematically, protect their reputation, and benefit from customer feedback.

Organizations of every sector and size that provide products or services and want to manage customer complaints professionally can apply for ISO 10002 certification.

Certification generally consists of the following steps: a gap analysis comparing the current state with standard requirements, preparation of the necessary documents and processes, system implementation, internal audit and management review, followed by an audit by an independent certification body. As T Valense, we provide technical support during the preparation, gap analysis, and assessment stages of this process; the certification audit and certification decision belong to independent certification bodies.

ISO 10002 certification is obtained from independent certification bodies operating in this field. T Valense prepares your organization for this process, assesses the current state, and objectively reports areas open to improvement. The certification decision is made by the independent body that conducts the audit.