ISO 10002 is the international standard for Customer Satisfaction – Guidelines for Complaints Handling in Organizations, issued by the International Organization for Standardization (ISO). It provides a structured approach to effectively manage customer complaints, improve satisfaction, and enhance overall service quality. The standard helps organizations design and implement a transparent, responsive, and customer-focused complaints process, which in turn strengthens customer trust and loyalty.
What is ISO 10002?
Improved customer satisfaction and retention
Structured and documented complaint resolution process
Reduction in recurring complaints and service failures
Continual improvement of products, services, and processes
Enhanced customer trust and brand image
Valuable insights into customer expectations and needs
ISO 10002 contributes to sustainable and inclusive growth by promoting responsible, responsive, and people-centered business practices. It supports:
SDG 12: Responsible Consumption and Production
Promotes efficient use of resources, sustainable procurement, and reduction of waste and emissions.
SDG 8: Decent Work and Economic Growth
Encourages improved service delivery, fair treatment of customers, and responsible business conduct—leading to stronger economies and workplaces.
SDG 16: Peace, Justice and Strong Institutions
Supports strong governance and transparency in public and private asset management practices.
Frequently Asked Questions (FAQs):
Any organization that interacts with customers—B2C or B2B—can benefit, especially in retail, services, telecom, utilities, banking, and hospitality.
ISO 10002 is a guidance standard (not intended for certification), many organizations choose to align with it or undergo third-party audits for credibility.
Yes, ISO 10002 aligns well with ISO 9001 (Quality Management) and can be integrated for a comprehensive customer satisfaction approach.
Absolutely. ISO 10002 applies to all channels of customer interaction, including digital platforms, call centers, and in-person services., but many businesses seek certification to meet client requirements, tenders, or compliance needs.
We provide end-to-end support, including awareness training, system design, documentation, audits, and certification readiness.
Turn Complaints Into Opportunities.