Unlocking the potential of customer satisfaction
“A complaint is an expression of dissatisfaction made to an organization, related to its products, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected." Definition from ISO 10002:2004
It costs an organization at least four times as much to recruit a new customer as to maintain an existing one. Organizations that regularly lose customers, struggle to repair their damaged reputations.
In today’s competitive environment, product and service innovations are re-defining accepted levels of performance. A good Complaints Management System is one of the crucial requirements for successful businesses when managing customers’ needs and protecting their brand.
The Customer Satisfaction standard, ISO 10002:2004 – the guideline standard for implementing a complaints management system – helps organizations to identify, manage and understand how successfully they deal with their customers' complaints.
The standard specifies the key requirements for handling customer complaints successfully and includes complaints management controls to help you address customer dissatisfaction within your business.
Who is it relevant to?
ISO 10002 is relevant to any organization that wishes to exceed customer expectations, a basic requirement for businesses of all types and sizes, whether they’re in the private, public or voluntary sectors.
Why choose us?
As the founders of the first complaints management system standard, BS 8600:1999, the forerunner to ISO 10002 for customer satisfaction, our knowledge and experience of the standards is unsurpassed. This means we know how to fully exploit the benefits of your complaints management system, helping you to turn customer complaints into an opportunity for gaining an advantage over your competitors.
Next Steps
There are a number of benefits to implementing and certifying your customer complaints management system:
- Customer retention
By adopting the management system, your ability to retain the loyalty of your customers will be enhanced.
- Brand reputation
Implementing and certifying your complaints management system demonstrates to stakeholders that you have a real commitment to managing customer care issues and you have processes in place to handle, analyse and review complaints.
- Operational efficiency
Implementation and certification ensures a consistent approach to handling customer queries, enabling you to identify trends and eliminate the causes of complaints, as well as improve your organization’s operations.
- Improved internal communications and relations
It helps you to adopt a customer-focused approach to resolving complaints and encourage personnel to improve their skills in working with customers.
- Flexibility
The standard is compatible with ISO 9001 Quality allowing you to add value and efficiency to your organization. ISO 10002 - annex A also provides guidance specifically for small businesses.
- Continual improvement
It provides a basis for continual review and analysis of your complaints-handling process, the resolution of complaints and where improvements can be made.
We are experts in training and assessment and have a network of public and in-house courses dedicated to teaching you the skills you need before, during and after certification to ISO 10002.
Next steps
For further information about specific training on this subject, please call us on
(+44) (0)845 086 9000 or enter your details in our enquiry form.
If you’re already one of our clients with various standards already in place, your Client Manager can help you assess where you are now, and guide you through the certification process.
If you’re new to BSI, don’t worry – the certification process is very simple.
1. Make contact
Get in touch and tell us what you need, so we can identify the best services for your business. We’ll then give you a proposal detailing the cost and time involved in a formal assessment.
2. Meet your assessment team
We’ll assign you a dedicated Client Manager, who will be your main point of contact throughout the process – and beyond. They’ll be familiar with your business area and will support you as you move forward to assessment and certification.
3. Consider training
Whether you’re seeking to implement a complaints management system based on ISO 10002 or would like to increase your general awareness of the standard, we offer a range of workshops, seminars and training courses available. Contact us for more information about training.
4. Review and assessment
We’ll do a desktop review of your management system against the standard, and identify any omissions or weaknesses that need resolving before formal assessment. Once these have been addressed, we’ll conduct a full on-site assessment.
5. Certification and beyond
Once the assessment has been successfully completed, we’ll issue a certificate of registration, clearly outlining the scope of your certification. The certificate is valid for one year and your assessor will visit you regularly to help you make sure you remain compliant, and support you in the continual improvement of your systems.
Other related services
We also provide a range of services other than training which will help to ease and guide you through the route to certification. For example:
BSI BenchMark
A new premium assessment service that allows you to measure where you are now and where you want to be in the future, by evaluating and scoring your organization’s performance.
Integrated Management systems
A cost and time effective way of managing several management systems at once.
Next steps
For further information or a "quick quote" please call us on (+44) (0)845 080 9000. Alternatively enter your details into our enquiry form and one of our advisors will contact you.
