ISO 10002 – Quality management – Customer satisfaction

ISO 10002:2004 gives guidance on the procedure of complaints handling related to products within an organization, including planning, design, operation, preservation and development. The complaints-handling procedure described is appropriate for use as one of the procedures of an overall quality management system.

The handling of complaints through a procedure as described in ISO 10002 should improve client approval. Encouraging customer feedback (including complaints) should offer opportunities to maintain or develop client loyalty and approval, and progress domestic and international competitiveness.