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Customer satisfaction

Customer satisfaction


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ISO 10002

Guidelines for Customer Satisfaction Quality Management System

ISO 10002 provides guidance on product-related complaints processes within an organization, including planning, design, operation, maintenance and improvement, for all types of commercial or non-commercial activities, including e-commerce. It is also appropriate to use the described complaint handling process as one of the processes in the overall quality management system.

An effective and efficient complaint handling process reflects the needs of both the organization that supplies the product and those who receive it. In addition, the information obtained through the grievance process can lead to product and process improvements and, if properly handled, the organization's reputation can be enhanced regardless of its size, region and industry.

This standard is increasingly valuable in the international market because it gives confidence in consistent complaint handling.




  • ISO 10002:2014 Requirements,imaage
    ISO 10002:2014 Requirements
    1. Scope

    2. Normative Reference

    3.Terms and definitions

    4. Guiding principles

    5. Complaints-handling framework

    6. Planing and design

    7. Operating of complaints-handling proces

    8. Maintenance and improvement
  • The importance of ISO 10002, image

    The importance of ISO 10002

    ❅ Recognizing the need to enhance competitiveness for survival and development in the face of unlimited competition among companies due to the market opening of the market

    ❅ Prevent existing customers from leaving by improving customer service

    ❅ Improving customer standards and increasing consumer rights awareness

    ❅ Responding to customer inquiries due to diversification of products and services

    ❅ Improving customer relationships

    ❅ Improve customer satisfaction

    ❅ The importance of customer counselors and salespeople has emerged.

    ❅ Strengthen customer satisfaction surveys by public institutions

    ❅ Strengthens ability to respond to manufacturer's responsibilities

  • Estimated Effectiveness of ISO 10002,image
    Estimated Effectiveness of ISO 10002

    ❆ Provide a complaint handling process to the complainant, which is open and responsive

    ❆ Improving the organization's ability to address complaints in a consistent, systematic and responsive manner to complaints and organizations

    ❆ Improving the organization's ability to identify trends, eliminate sources of dissatisfaction, and improve the organization's operations

    ❆ Encourage organizations to establish a customer-centered approach to resolving complaints and to improve the proficiency of relevant personnel in customer affairs.

    ❆ Provides a basis for ongoing review and analysis of complaints processing processes, resolution of complaints, and improvement of processes



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ISO 10004

Guidelines for Customer Satisfaction Quality Management System


    ISO 10004 provides an organization with a guide to help establish effective procedures for monitoring and measuring customer satisfaction. It aims to apply to all sizes and industries. An important part of the many benefits that can be gained from applying this specification is the solution to customer complaints, customer satisfaction, customer-centricity and personal motivation to improve relationships with customers.

    Specifically, the focus of this standard is to accurately understand the satisfaction of individuals or organizations receiving products or services from public or private organizations and to ensure that the organization develops through appropriate responses to them.



  • ISO 1002 규격의 요구사항
    ISO 10004:2018 Requirements

    1. Scope

    2. Normative Reference

    3.Terms and definitions

    4. Guiding principles

    5. Framework for monitoring and measuring customer satisfaction

    6. Planning, design and development

    7. Operation

    8. Maintenance and improvement
  • The importance of ISO 10004
    The importance of ISO 10004 ISO 10004 is appropriate for any organization that wishes to exceed customer expectations and is the most basic requirement that can be applied to various industries of all shapes and sizes, regardless of whether the organization is personal, public, or voluntary.

    Customer satisfaction is determined by the difference between the customer's expectations and the customer's perception of the product supplied by the organization (enterprise). In order to achieve customer satisfaction, companies (organizations) must understand customer expectations first.

    The level of customer satisfaction determines the level of customer satisfaction by which the product is supplied and meets the customer's expectations. It is important that there is a feature between the organization's perspective on the quality of the delivered product and the customer's perception. Because this feature determines the degree of customer satisfaction in the future.


    ✡ Items performed by the organization to achieve customer satisfaction

    ❆Identify and understand customer expectations

    ❆Collect customer satisfaction information

    ❆Analyze customer satisfaction information

    ❆Presentation of opinions to improve customer satisfaction

    ❆Management supervision of customer satisfaction progress
  • Estimated Effectiveness of ISO 10004, image
    Estimated Effectiveness of ISO 10004
    ❆ Get information about new expectations

    ❆ Solve complaints and complaints about the satisfaction of the organization

    ❆ Identify customer trends and eliminate sources of dissatisfaction

    ❆ Customer-centric approach to resolving complaints

    ❆ Improve the ability of customers and employees to respond to customers

    ❆ Establish a foundation for continuous review and analysis of complaints handling procedures


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  • 01Quality

  • 02Environment

  • 03Health and Safety

  • 04Medical Devices

  • 05Food

  • 06Energy

  • 07Information Security

  • 08Anti-Bribery

  • 09Education

  • 10Business Continuity

  • 11Cosmetics

  • 12Customer Satisfaction

  • 13Social Accountability