ISO 10002 Certification

Capitalise on Customer Feedback

ISO 10002 is an international management system standard that enables organisations to effectively manage customer complaints. It provides a structured complaint management process to increase customer satisfaction, strengthen loyalty and ensure organisational development.

Purpose of ISO 10002 Standard

It aims not only to resolve customer complaints, but also to transform this feedback into opportunities for improvement. The ISO 10002 standard encourages the development of processes to handle complaints in an effective, fair, transparent and accessible manner.

Benefits of ISO 10002

• Customer Loyalty: Correct and timely management of complaints increases customer loyalty.
• Corporate Reputation: Effective complaint management strengthens public confidence.
• Continuous Improvement: Feedback turns into valuable insights to improve service quality.
• Reduced Legal Risks: Potential disputes are minimised through a documented and traceable process.
• Employee Engagement and Training: A grievance management culture improves employees’ communication skills.

Who is it suitable for?

ISO 10002 can be applied in all sectors where customer relations are important:

• Retail and e-commerce
• Banking and finance
• Telecommunications
• Health services
• Education and public services
• Accommodation and transport

Why CFE CERT?

• International validity certification
• Service sector focussed audit experience
• Audit methodology specific to customer communication processes
• Certification experience in 25+ countries
• Training-supported approach and continuous development orientated recommendations

Certification Process

As CFE CERT, we offer ISO 10002 Certification service with our international experience. Our process includes the following steps:

1. Pre-Audit (Optional) – Existing customer relations and complaint management process are analysed.
2. Certification Audit – Stage 1 – Policy, complaint records, response times, resolution procedures are reviewed.
3. Certification Audit – Stage 2 – The effectiveness of the processes in practice and the transparency of customer communication channels are audited on-site.
4. Certification – ISO 10002 certificate is issued to organisations that comply with the system requirements.
5. Surveillance Audits – The sustainability of system applications is regularly monitored.
6. Recertification – At the end of 3 years, the currency of the processes is re-evaluated.