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ISO 10002 Quality Management Customer Satisfaction (QMCS)

ISO 10002 is a standard developed by the International Organization for Standardization (ISO) that focuses on quality management and customer satisfaction. The full title of this standard is “ISO 10002:2018: Quality management — Customer satisfaction — Guidelines for complaint handling in organizations.”ISO 10002 provides guidelines for organizations to effectively manage customer complaints. It outlines principles and processes for handling complaints in a fair, efficient, and consistent manner, with the goal of enhancing customer satisfaction and improving the organization’s reputation.

  • Improved customer retention allowing them to continually meet their needs and expectations.
  • Improved internal communication between departments, all working towards the same goal of customer satisfaction.
  • Continual Improvement By continually monitoring and analyzing customer feedback, we can enhance customer satisfaction efforts.
  • Increased customer satisfaction and loyalty.
  • Improved operational efficiency.
  • Enhanced brand reputation.
  • Boosted employee engagement
  • ISO 10002 can be seamlessly integrated with other quality management standards, like ISO 9001, to create a comprehensive quality management system.

Journey to Certification

Whether you are implementing ISO 10002 for the first time, transferring your certificate, or looking to maintain your existing certification, TWR can guide you through every step of the journey. We provide comprehensive training and support to help you develop and implement a QMCS that meets the requirements of the standard. Our experienced auditors can then assess your system to ensure that it complies with the standard and provide you with the certification you need to demonstrate your commitment to customer satisfaction.

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