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ISO 10002: Customer Satisfaction Guidelines

ÖNORM ISO 10002:2009 provides guidelines for organizations on effectively handling customer complaints to enhance satisfaction and improve operations. It outlines a framework for complaints management, emphasizing principles such as visibility, accessibility, and continual improvement. The standard is compatible with ISO 9001 and ISO 9004, supporting quality management systems while not intended for certification purposes.

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515 views10 pages

ISO 10002: Customer Satisfaction Guidelines

ÖNORM ISO 10002:2009 provides guidelines for organizations on effectively handling customer complaints to enhance satisfaction and improve operations. It outlines a framework for complaints management, emphasizing principles such as visibility, accessibility, and continual improvement. The standard is compatible with ISO 9001 and ISO 9004, supporting quality management systems while not intended for certification purposes.

Uploaded by

titi.toto75
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

ÖNORM

ISO 10002
Edition: 2009-08-15

Quality management systems ― Customer


satisfaction
Guidelines for complaints handling in organizations
(ISO 10002:2004 + Technical Corrigendum 1:2009)

Qualitätsmanagement ― Kundenzufriedenheit ― Leitfaden für die Behandlung


von Reklamationen in Organisationen (ISO 10002:2004 + Technische
Berichtigung 1:2009)

Management de la qualité - Satisfaction des clients - Lignes directrices pour le


traitment des réclamations dans les organismes (ISO 10002:2004 + Rectificatif
Technique 1:2009)

Publisher and printing ICS 03.120.10


Austrian Standards Institute/
Österreichisches Normungsinstitut (ON) Identical (IDT) with ISO 10002:2004
Heinestraße 38, 1020 Wien Identical (IDT) with ISO 10002:2004/Cor.1/2009
Copyright © Austrian Standards Institute 2009. Supersedes ÖNORM ISO 10002:2005-08
All rights reserved! No part of this publication may
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be reproduced or utilized in any form or by any means responsible ON-Committee ON-K 129
– electronic, mechanical, photocopying or any other Quality management systems
data carries without prior permission!
E-Mail: publishing@[Link]
Internet: [Link]/nutzungsrechte
Sale and distribution of national and foreign
standards and technical regulations via
Austrian Standards plus GmbH
Heinestraße 38, 1020 Wien
E-Mail: sales@[Link]
Internet: [Link]
24-Hours-Webshop: [Link]/shop
Tel.: +43 1 213 00-444
Fax.: +43 1 213 00-818
ÖNORM ISO 10002:2009

National Foreword
Following in clause 2 and Literature cited International Standards are published as ÖNORM:

ISO 9000 see ÖNORM EN ISO 9000

ISO 9001 see ÖNORM EN ISO 9001

ISO 9004 see ÖNORM EN ISO 9004

ISO 19011 see ÖNORM EN ISO 19011


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2
INTERNATIONAL ISO
STANDARD 10002

First edition
2004-07-01

Quality management — Customer


satisfaction — Guidelines for complaints
handling in organizations
Management de la qualité — Satisfaction des clients — Lignes
directrices pour le traitement des réclamations dans les organismes
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Reference number
ISO 10002:2004(E)

© ISO 2004
ISO 10002:2004(E)

PDF disclaimer
This PDF file may contain embedded typefaces. In accordance with Adobe's licensing policy, this file may be printed or viewed but shall
not be edited unless the typefaces which are embedded are licensed to and installed on the computer performing the editing. In
downloading this file, parties accept therein the responsibility of not infringing Adobe's licensing policy. The ISO Central Secretariat
accepts no liability in this area.

Adobe is a trademark of Adobe Systems Incorporated.

Details of the software products used to create this PDF file can be found in the General Info relative to the file; the PDF-creation
parameters were optimized for printing. Every care has been taken to ensure that the file is suitable for use by ISO member bodies. In the
unlikely event that a problem relating to it is found, please inform the Central Secretariat at the address given below.

© ISO 2004

All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized in any form or by any means,
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electronic or mechanical, including photocopying and microfilm, without permission in writing from either ISO at the address below or
ISO's member body in the country of the requester.

ISO copyright office


Case postale 56 • CH-1211 Geneva 20
Tel. + 41 22 749 01 11
Fax + 41 22 749 09 47
E-mail copyright@[Link]
Web [Link]

Published in Switzerland

ii © ISO 2004 – All rights reserved


ISO 10002:2004(E)

Contents Page

1 Scope .................................................................................................................................................... 1
2 Normative references .......................................................................................................................... 1
3 Terms and definitions .......................................................................................................................... 1
4 Guiding principles ............................................................................................................................... 2
4.1 General ................................................................................................................................................. 2
4.2 Visibility ................................................................................................................................................ 3
4.3 Accessibility ........................................................................................................................................ 3
4.4 Responsiveness .................................................................................................................................. 3
4.5 Objectivity ............................................................................................................................................ 3
4.6 Charges ................................................................................................................................................ 3
4.7 Confidentiality ..................................................................................................................................... 3
4.8 Customer-focused approach .............................................................................................................. 3
4.9 Accountability ...................................................................................................................................... 3
4.10 Continual improvement .................................................................................................................... 3
5 Complaints-handling framework ........................................................................................................ 4
5.1 Commitment ........................................................................................................................................ 4
5.2 Policy .................................................................................................................................................... 4
5.3 Responsibility and authority .............................................................................................................. 4
6 Planning and design ............................................................................................................................ 5
6.1 General ................................................................................................................................................. 5
6.2 Objectives ............................................................................................................................................ 5
6.3 Activities .............................................................................................................................................. 6
6.4 Resources ............................................................................................................................................ 6
7 Operation of complaints-handling process ....................................................................................... 6
7.1 Communication ................................................................................................................................... 6
7.2 Receipt of complaint ........................................................................................................................... 6
7.3 Tracking of complaint ......................................................................................................................... 7
7.4 Acknowledgement of complaint ........................................................................................................ 7
7.5 Initial assessment of complaint ......................................................................................................... 7
7.6 Investigation of complaints ................................................................................................................ 7
7.7 Response to complaints ..................................................................................................................... 7
7.8 Communicating the decision ............................................................................................................. 7
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7.9 Closing the complaint ......................................................................................................................... 7


8 Maintenance and improvement .......................................................................................................... 7
8.1 Collection of information .................................................................................................................... 7
8.2 Analysis and evaluation of complaints ............................................................................................. 8
8.3 Satisfaction with the complaints-handling process ......................................................................... 8
8.4 Monitoring of the complaints-handling process .............................................................................. 8
8.5 Auditing of the complaints-handling process .................................................................................. 8

© ISO 2004 – All rights reserved iii


ISO 10002:2004(E)

8.6 Management review of the complaints-handling process ............................................................... 9


8.7 Continual improvement ....................................................................................................................... 9
Annex A (informative) Guidance for small businesses ........................................................................... 10
Annex B (informative) Form for complainant ........................................................................................... 11
Annex C (informative) Objectivity ............................................................................................................. 12
Annex D (informative) Complaint follow-up form .................................................................................... 14
Annex E (informative) Responses ............................................................................................................. 17
Annex F (informative) Escalation flowchart ............................................................................................. 18
Annex G (informative) Continual monitoring ........................................................................................... 20
Annex H (informative) Audit ....................................................................................................................... 22
Bibliography ............................................................................................................................................... 23
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iv © ISO 2004 – All rights reserved


ISO 10002:2004(E)

Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards bodies
(ISO member bodies). The work of preparing International Standards is normally carried out through ISO
technical committees. Each member body interested in a subject for which a technical committee has been
established has the right to be represented on that committee. International organizations, governmental and
non-governmental, in liaison with ISO, also take part in the work. ISO collaborates closely with the International
Electrotechnical Commission (IEC) on all matters of electrotechnical standardization.

International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, Part 2.

The main task of technical committees is to prepare International Standards. Draft International Standards
adopted by the technical committees are circulated to the member bodies for voting. Publication as an
International Standard requires approval by at least 75 % of the member bodies casting a vote.

Attention is drawn to the possibility that some of the elements of this document may be the subject of patent
rights. ISO shall not be held responsible for identifying any or all such patent rights.

ISO 10002 was prepared by Technical Committee ISO/TC 176, Quality management and quality assurance,
Subcommittee SC 3, Supporting technologies.

NOTE ISO 10002 was circulated for vote as DIS 10018.


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© ISO 2004 – All rights reserved v


ISO 10002:2004(E)

Introduction

0.1 General

This International Standard provides guidance for the design and implementation of an effective and efficient
complaints-handling process for all types of commercial or non-commercial activities, including those related to
electronic commerce. It is intended to benefit an organization and its customers, complainants and other
interested parties.

The information obtained through the complaints-handling process can lead to improvements in products and
processes and, where the complaints are properly handled, can improve the reputation of the organization,
regardless of size, location and sector. In a global marketplace, the value of an International Standard becomes
more evident since it provides confidence in the consistent treatment of complaints.

An effective and efficient complaints-handling process reflects the needs of both the organizations supplying
products and those who are the recipients of those products.

NOTE Throughout the text of this International Standard, wherever the term “product” is used, it can also mean “service”.

The handling of complaints through a process as described in this International Standard can enhance
customer satisfaction. Encouraging customer feedback, including complaints if customers are not satisfied, can
offer opportunities to maintain or enhance customer loyalty and approval, and improve domestic and
international competitiveness.

Implementation of the process described in this International Standard can


— provide a complainant with access to an open and responsive complaints-handling process,
— enhance the ability of the organization to resolve complaints in a consistent, systematic and responsive
manner, to the satisfaction of the complainant and the organization,
— enhance the ability of an organization to identify trends and eliminate causes of complaints, and improve the
organization's operations,
— help an organization create a customer-focused approach to resolving complaints, and encourage
personnel to improve their skills in working with customers, and
— provide a basis for continual review and analysis of the complaints-handling process, the resolution of
complaints, and process improvements made

Organizations may wish to use the complaints-handling process in conjunction with customer satisfaction codes
of conduct and external dispute resolution processes.

0.2 Relationship with ISO 9001:2000 and ISO 9004:2000


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This International Standard is compatible with ISO 9001 and ISO 9004 and supports the objectives of these two
standards through the effective and efficient application of a complaints-handling process. It can also be used
independently of them.

ISO 9001 specifies requirements for a quality management system that can be used for internal application by
organizations, or for certification, or for contractual purposes. The process for complaints handling described in
this International Standard can be used as an element of a quality management system.

This International Standard is not intended for certification or for contractual purposes.

vi © ISO 2004 – All rights reserved


ISO 10002:2004(E)

ISO 9004 provides guidance on continual improvement of performance. The use of ISO 10002 can further
enhance performance in the area of complaints handling and increase the satisfaction of customers and other
interested parties. It can also facilitate the continual improvement of the quality of products based on feedback
from customers and other interested parties.
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© ISO 2004 – All rights reserved vii


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viii

Common questions

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ISO 10002:2004 enhances customer satisfaction by providing open and responsive access to a complaints-handling process, enabling consistent and systematic resolution of complaints. It encourages customer feedback to maintain loyalty and competitiveness, supports the identification of complaint trends, and facilitates a customer-focused approach to complaints resolution .

The framework involves commitment from top management, a policy for handling complaints, clear allocation of responsibilities and authority, and a well-structured communication process for receiving, tracking, and resolving complaints. It also emphasizes acknowledging complaints, conducting initial assessments, thorough investigations, appropriately responding, and closing complaints effectively .

ISO 10002:2004 ensures accessibility by advising organizations to design and communicate a complaints process that is easy to find and use, regardless of the customer's abilities or situation. This includes providing information in multiple formats and channels to accommodate various needs .

Benefits include improved customer satisfaction and loyalty through effective complaints resolution, enhanced organizational reputation, the ability to identify trends and eliminate root causes of complaints, and continuous improvement in organizational operations and personnel skills .

For non-commercial organizations, a well-defined complaints-handling process can improve service delivery and stakeholder satisfaction by addressing concerns systematically. It helps in understanding stakeholder needs better and aligns the organization’s processes with client expectations, enhancing relationships and operational effectiveness .

ISO 10002 is compatible with ISO 9001 and ISO 9004, supporting their goals through effective complaints handling. While ISO 9001 sets requirements for quality management and certification, ISO 10002 enhances complaints handling, which can be part of a quality management system without certification purposes. ISO 9004 guides continual performance improvement, which can be further enhanced by ISO 10002's feedback processes .

ISO 10002:2004 underscores objectivity by ensuring that all complaints are handled in an impartial and unbiased manner. The standard recommends setting up clear guidelines and mechanisms that prevent conflicts of interest and guarantee that the complainant's perspective is fairly considered in the resolution process .

Continual improvement plays a critical role by ensuring that the complaints-handling process evolves with ongoing feedback and analysis. Organizations collect and evaluate complaints information, which is used to refine processes, improve employee skills, and ultimately enhance customer satisfaction and organizational efficiency over time .

The key principles include visibility, enabling easy access to the complaints process; accessibility, ensuring the process is usable by all complainants; responsiveness, resolving complaints quickly; objectivity, treating complaints fairly; confidentiality, safeguarding personal information; customer-focused approach, maintaining a supportive environment; accountability, establishing roles in the complaints process; and continual improvement, adapting from feedback .

The standard suggests collecting detailed complaint data, evaluating it to identify patterns and root causes, and using these insights to propose enhancements in products and processes. Periodic audits and management reviews are recommended to integrate these insights into strategic improvements, fostering a culture of continual improvement .

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