ISO 10002 The Customer Satisfaction Standard

It costs an organisation at least four times as much to recruit a new customer as to maintain an existing one. Organisations that regularly lose customers, struggle to repair their damaged reputations.

In today’s competitive environment, product and service innovations are redefining accepted levels of performance. A good customer satisfaction system is one of the crucial requirements for successful businesses when managing customers’ needs and protecting their brand. Making ISO 10002 vital for customer satisfaction.

What is ISO 10002?

The Customer Satisfaction standard, ISO 10002, is the guideline standard for implementing a complaints management system. It helps organisations to identify, manage and understand how successfully they deal with their customers’ complaints.

The standard specifies the key requirements for handling customer complaints successfully and includes complaints management controls to help you address customer dissatisfaction within your business.

What are the benefits of ISO 10002?

Better Relationship

The system helps to adopt a customer-focused approach and to encourage employees to improve their behaviour and skills in working with customers.

Continual improvement

Provides a basis for continual improvement and analysis of the complaints-handling process.

Transparent System

Provides clients with an open, effective and easy-to-use customer feedback process.

Customer Satisfaction

Enhances customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any issues, and enhancing the organisation’s ability to improve it’s customer service.

Brand Improvement

A certified customer satisfaction management system demonstrates to clients and other stakeholders that you have high standards in place to process, analyse and review complaints to improve the product and customer service quality.

Management Focus

Management commitment through adequate acquisition and deployment of resources, including employee communication and training;

How we can help:

Blackmores specialise in helping you to implement and maintain your ISO 10002 Customer Satisfaction Management System across London, Hertfordshire and Bedfordshire, and UK-wide. We can also assist with international locations, having experience of working in 27 other countries.

  • Conduct an ISO 10002 Gap Analysis – To help establish your strengths and weaknesses.
  • ISO 10002 E-learning – Learn at your own pace with our online courses, view our full library HERE.
  • ISO 10002 Consultant – We have a skilled team of consultants to help you implement a Customer Satisfaction Management System. From London to the UAE, we have experience working internationally across many sectors.
  • Internal Audits – We can help you to plan and conduct Internal Audits to verify your compliance with ISO 10002.
  • On-Site Support – We can provide support during External Audits carried out by Certification Bodies.
  • Request a quote for Certification – We can send a request for a quote to 3 UKAS certified Certification Bodies on your behalf. This is done free of charge on request.

If you need assistance with ISO 10002, simply Contact Us.

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