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ISO 10002:2018

Customer Complaints Management

Smart complaints... quick solutions... happy customers

Guideline Customer Management Universal
1

Standard Definition

Overview of ISO 10002:2018

ISO 10002:2018 is your smart system for turning complaints into golden improvement opportunities, transforming every complaint into a trust bridge with your customers, and ensuring quick and fair resolution of all problems, enhancing customer loyalty and improving your reputation.
2

Standard Importance

Why is this standard important?

Because 96% of dissatisfied customers don't complain but leave the company silently, and 91% of them will never return. System implementation achieves: 70% improvement in customer satisfaction, 85% increase in customer retention, converting 70% of complaints into improvement opportunities, enhanced reputation and trust.
3

Implementation Benefits

Advantages your organization will gain

70% improvement in customer satisfaction, 85% increase in customer retention, converting 70% of complaints into improvement opportunities, enhanced reputation and trust, reduced operational costs, increased revenue from existing customers, improved product and service quality
4

Target Organizations

Who can implement this standard?

Essential for all organizations dealing with customers: trade and service companies, banks and financial institutions, telecommunications companies, hospitals and clinics, insurance companies, educational institutions, hotels and restaurants, government entities.
5

Implementation Scope

How is the standard implemented within the organization?

The system covers all aspects of complaints management: receiving and recording complaints, classifying and analyzing complaints, investigation and quick resolution, customer communication, satisfaction follow-up, analysis and continuous improvement, training and development, performance measurement.
6

Assdaf Methodology

How we help you qualify and obtain certification

At Assdaf, we believe that every complaint is a precious gift from the customer that helps us improve. Our methodology includes: designing easy and flexible complaints system, training teams on positive handling, developing quick resolution procedures, building smart database, measuring and analyzing trends.
7

Certification Benefits

Additional advantages of obtaining certified accreditation

Assdaf your partner in turning challenges into opportunities and complaints into smiles. We help you build strong lifelong relationships with your customers. Happy customers, distinguished reputation, sustainable growth.

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Standard Information
Standard Code ISO 10002:2018
Category Customer Experience & Satisfaction Systems
Version 2018
Type Guideline
Family Customer Management
Sector Universal
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