Customer Satisfaction

ISO 10002 enhances customer satisfaction by creating a customer-focused environment that is open to feedback and resolving any complaints. PMG India ISO 10002 consultants offers quality management system.

Effective Management System

ISO 10002:2004, reviews the effectiveness and efficiency of the complaints management system. Productivity Management Group, an ISO consultant provides training in lean management and corporate quality management.


Effective Complaint Management system helps to ensure defined responsibilities and procedures to handle complaints are in place. PMG India provides assistance for achieving certification in auditor training courses.

ISO 10002 Customer Satisfaction

“A complaint is an expression of dissatisfaction made to an organization, related to its products, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected."
Definition from ISO 10002:2004

It costs an organization at least four times as much to recruit a new customer as to maintain an existing one. Organizations that regularly lose customers, struggle to repair their damaged reputations. In today’s competitive environment, product and service innovations are re-defining accepted levels of performance. A good Complaints Management System is one of the crucial requirements for successful businesses when managing customers’ needs and protecting their brand.

The Customer Satisfaction standard, ISO 10002:2004 – the guideline standard for implementing a complaints management system – helps organizations 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.

ISO 10002 is relevant to any organization that wishes to exceed customer expectations, a basic requirement for businesses of all types and sizes, whether they’re in the private, public or voluntary sectors.


  • Customer retention
    By adopting the management system, your ability to retain the loyalty of your customers will be enhanced.
  • Brand reputation
    Implementing and certifying your complaints management system demonstrates to stakeholders that you have a real commitment to managing customer care issues and you have processes in place to handle, analyse and review complaints.
  • Operational efficiency
    Implementation and certification ensures a consistent approach to handling customer queries, enabling you to identify trends and eliminate the causes of complaints, as well as improve your organization’s operations.
  • Improved internal communications and relations
    It helps you to adopt a customer-focused approach to resolving complaints and encourage personnel to improve their skills in working with customers.
  • Flexibility
    The standard is compatible with ISO 9001 Quality allowing you to add value and efficiency to your organization. ISO 10002 - annex A also provides guidance specifically for small businesses.
  • Continual improvement
    It provides a basis for continual review and analysis of your complaints-handling process, the resolution of complaints and where improvements can be made.

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