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Quality Management Customer Satisfaction Guideline
Quality Management Customer Satisfaction Application Objectives
Quality Management Customer Satisfaction Benefits
Quality Management Customer Satisfaction Who can apply?

ISO 10002:2004 provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.

Quality Management Customer Satisfaction Guideline

This standard provides guidance for the process of handling product complaints, including planning, design, operation, maintenance and development within a standard organization. The process of handling the complaints described here is one of the processes of the overall quality management system.

It does not have the luxury of being indifferent to the expectations and complaints of its customers. Customer expectations change from person to person makes it difficult to control this situation and requires a systematic approach. It is no longer enough to try to meet customer expectations with traditional methods. As the customer expectations increase and the market share is getting smaller, the organizations may have difficulty in creating and managing customer satisfaction processes.

ISO 10002 standard is applied to conduct customer complaints within a system.

Application Objectives

Customer complaints are a “caution message” for companies whose main objectives are to meet customer requirements and are insufficient.

Customer complaints are invaluable feedback mechanisms that help to improve their products, service style, market focus quickly and with little cost to add value to organizations.

ISO 10002 Customer satisfaction management system provides a guiding guide for organizations that want to use complaints as a strategic tool.


It may provide the complainant with access to an open and responsible complaint handling process.
1. increase the organization’s ability to resolve complaints in a consistent, systematic and responsible manner in a manner that satisfies the complainant and organization,
2. The organization’s inclinations may increase its ability to identify and eliminate the causes of complaints and improve the work of the organization,
3. Help the organization to develop a customer-focused approach to addressing complaints and encouraging staff to improve their ability to work with clients,
4. Provide a basis for continuous review and analysis of complaints handling processes, resolution of complaints and process improvements made.

Who can apply?

The customer satisfaction management standard can be applied to all private and public organizations of all types and sizes, regardless of the size and sector of the organization.

Any organization that wishes to show its value to its customers and that the complaints are dealt with consistently seriously, and that aim to give confidence to its customers in this regard can apply this standard.

• A satisfied customer shares his / her satisfaction with an average of 5 people,
• A dissatisfied customer transfers his / her dissatisfaction to an average of 9 people,
• 13% dissatisfaction is transferred to an average of 20 people,
• 98% never complain but quietly turn to other competitors.