ISO 10002 – Quality Management System Customer Satisfaction & Compliance Handling

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Quality Management System Customer satisfaction & Compliance Handling

The key to assure customer satisfaction is to effectively manage their complaints. This would also meet the customer’s expectation and customer complaints can be efficiently converted into customer satisfaction. Complaints should be viewed as opportunities to improve the process and producers of your organization. ISO 10002 helps you achieve customer satisfaction immaterial of the size of your Business – especially ones that want to remain successful.

Customers do expect much more form the service that you provide. Attaining ISO 10002, the international customer satisfaction standard, would help you greatly in meeting your customer’s expectation despite the stiff market competition and all working towards the same goal.

ISO 10002 provides a set of guidelines based on which you can bring to affect your own system to manage customer complaints. It helps you with complaints identification, root cause analysis and setting up an elimination process. It also helps identify avenues of improvement in your business and eliminate customer complaints in due course. The standard outline provided for management controls and processes help in handling of customer complaint.

What are the Aspects Addressed in ISO 10002 ?

Fact based decision making
Enhancement of organizational customer service
Complaints handling process efficiency and effectiveness review
Establishing an easy to use, open and effective complaints process
Expecting, recognizing and addressing customer needs and complaints
Creating an environment that is customer focused and open to complaints and feedback
Improving quality of product and customer service by evaluating and analysing complaints

Key Benefits of ISO 10002

  • Helps in achieving efficiency in operation to identify causes and trends of complaints.

  • Adopt a more customer focused approach to resolve more complaints.

  • New opportunities for customer service training for staff engagement.

  • Overall efficiency greatly improved when ISO 10002 is integrated with ISO 9001 Certifications

  • Continually monitor and improve your process for complaints handling.

Who can Use ISO 10002 Certification?

  • ISO 10002 Quality Management System – Complaints Handling is designed by experts which can be used by any organisation, which handles process of service to public eg : Banks , Hospitals, Shopping Centers, Telephone Service Provider, Manufacturing Companies etc ,irrespective of their size or geographical location.

How Vegas CG Can Help You?

You get much more than just a certificate with Vegas CG as your audit and certification partner, Vegas CG provides valuable tools to reduce documentation, and helps identify cost savings, and provides assistance in avoiding deviation of an original process.

Our Team of experts function as part of your management team and help your orginisation achieve greater benefits of the management system.

Certification Process

VCG shall initially review the client enquiry and send them a questionnaire for their completion. Based on the completed questionnaire from the client VCG will take a decision for certifications, for which a quote will be sent to the client for 3 years of certification period. Click here to know more information about the certification process.

Stages of Certification Conformity Assessment

STAGE 1 – Document review & Initial visit

  • To verify how well the organisation has understood requirements of the standard and there progress.
  • Collect information on the scope of the management system, organisations related statutory, regulatory and legal compliance aspects.


  • Detailed Report will be prepared and communicated by end of the Man-day by the audit team.
  • The Duration for Stage 2 Audit will be decided based on the Non-Conformance raised during Stage 1.

STAGE 2 -Initial Assessment – On Site

  • To evaluate the implementation and effectiveness of your management system.
  • To evidence that the management system conforms to the standard & other requirements.
  • Conformance to internal auditing and management review management responsibility for your organisation’s policies


  • The Report records the results of the assessment, any areas for improvement and any identified and agreed non-conformities.
  • Detailed Report will be prepared and communicated by end of the Audit day by the audit team.

Themed Surveillance Audit

To make sure your management system is still effective, and to follow up on the progress that has been made since last visit. Visits occur at regular intervals of 1yrs from date of previous audit.

The surveillance visits aim to confirm that the approved management system continues to:

  • To be maintained
  • To be operational
  • Deliver continual improvements.


A detailed report will be submitted by the assessor’s team including long term improvement, record findings, Feedback to senior management. System weaknesses & impact that can adversely on the business.

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