ISO 10002:2018 Certification – Customer Complaint Management | Accredify Global

ISO 10002:2018 Certification – Customer Complaint Management | Accredify Global

Evolution of ISO 10002:2018 Certification

In today’s competitive business environment, customer satisfaction is critical for brand loyalty and growth. ISO 10002 was developed as an international standard for Customer Complaint Management Systems (CCMS), providing organizations with a structured approach to handling customer complaints efficiently.

Originally aligned with ISO 9001 (Quality Management System), ISO 10002 helps businesses reduce customer dissatisfaction, improve service quality, and boost brand reputation.

What is ISO 10002 - Customer Complaint Management?

ISO 10002 is a Customer Complaint Management System (CCMS) standard that provides guidelines on:

  • Handling customer complaints effectively.
  • Improving customer satisfaction & retention.
  • Establishing transparent & responsive complaint procedures.
  • Enhancing brand trust through better service.

It helps organizations build strong customer relationships by ensuring complaints are resolved professionally and efficiently.

Who Needs ISO 10002 Certification?

ISO 10002 is beneficial for any business that interacts with customers, including:

  • Retail & eCommerce businesses.
  • Banking & financial institutions.
  • Telecommunication & IT service providers.
  • Healthcare & insurance companies.
  • Hospitality & tourism industries.
  • Government & public service organizations.

Importance of ISO 10002 Certification

Effective complaint management leads to higher customer loyalty, fewer legal disputes, and improved brand reputation. Organizations that implement ISO 10002 experience:

  • 30% faster complaint resolution times.
  • 25% increase in customer retention rates.
  • 40% reduction in negative customer feedback.
  • Higher employee accountability & service quality.
  • Stronger trust in brand reputation.

ISO 10002 and Its Major Aspects in Business

ISO 10002 enhances customer experience and service quality through:

  • Effective complaint-handling procedures.
  • Customer feedback analysis & service improvement.
  • Legal compliance & risk mitigation.
  • Internal training & employee engagement.
  • Continuous monitoring & service enhancement.

The Principles of ISO 10002 Certification

The principles of ISO 10002 include:

  • Customer-focused approach.
  • Accountability & transparency in complaint resolution.
  • Continuous improvement in service quality.
  • Legal & regulatory compliance.
  • Efficient communication & response management.

Checklist for ISO 10002 Certification

  1. Establish a customer complaint management policy
  2. Set up an accessible complaint handling process
  3. Train employees on customer service & dispute resolution
  4. Implement a tracking & resolution system
  5. Conduct regular customer feedback analysis
  6. Improve services based on complaint insights

Is ISO 10002 Certification mandatory or a legal requirement?

ISO 10002 is not legally mandatory, but it is highly recommended for businesses looking to improve customer service, reduce disputes, and gain a competitive edge.


Services

ISO 9001:2015 –Quality Management (QMS) ISO 14001:2015 –Environmental Management(EMS) ISO/IEC 27001:2022 –Information Security Management (ISMS) ISO/IEC 20000-1:2018 –IT Service Management (ITSM) ISO/IEC 42001:2023 –Artificial Intelligence Management ISO/IEC 27701:2019 –Privacy Information Management (PIMS) ISO 45001:2018 –Occupational Health & Safety (OHS) ISO 22000:2018 –Food Safety Management (FSMS) ISO 50001:2018 –Energy Management (EnMS) ISO CEN/TS 16555-1:2013 - Innovation CE Marking & Product Certification HACCP (Codex 2023) – Hazard Analysis and Critical Control Points GMP (Updated 2023) – Good Manufacturing Practice Inspection and Testing General Data Protection Regulation (GDPR) Human Health Care HIPAA Compliance Certification Health Information Trust Alliance (HITRUST) System and Organization Controls (SOC) CMMI (Capability Maturity Model Integration) Vulnerability Assessment and Penetration Testing (VAPT) Payment Card Industry Data Security Standard (PCI DSS) Cyber Security Service

Benefits of ISO 10002 Certification

50% improvement in complaint resolution efficiency.

35% increase in positive customer feedback.

Better compliance with consumer protection laws.

Improved brand reputation & competitive advantage.

Higher customer loyalty & long-term revenue growth.


Requirements of ISO 10002 Certification

Establish a structured complaint management process.

Ensure customer-focused service policies.

Train employees on handling complaints professionally.

Monitor & improve customer feedback mechanisms.

Conduct internal audits & reviews.


Cost of ISO 10002 Certification

The cost of ISO 10002 certification varies depending on the size and complexity of the organization. However, the investment can lead to significant energy cost savings and improved energy efficiency.

On average, ISO 10002 certification costs range from $3,000 to $15,000, including auditing and consultation fees.


PDCA Cycle | Accredify Global

  • Plan – to think that what do we need to achieve in our organization
  • Do – to execute a planned action which will help us achieve the required objective
  • Check – monitor against the standards) (policies, objectives, requirements)
  • Action – finally implementing what has been rechecked.

ISO CERTIFICATION. 3 STEPS. 30 DAYS. DONE !! | ACCREDIFY GLOBAL

Accredify Global, we follow a structured and transparent ISO certification process to help businesses achieve international compliance efficiently. Our streamlined approach ensures a hassle-free experience from initial consultation to final certification..

1. Plan & Gap Analysis

  • Objective: Identify gaps between your current practices and the ISO standard requirements.Assess your management system's compliance with the requirements of the applicable standard.
  • Actions:
    • Conduct a thorough review of your current processes and systems with the help of Accredify Global's experienced auditors.
    • Compare your existing practices with the ISO standard requirements.
    • Identify areas of non-compliance and create a detailed action plan to address them.
  • Outcome: A comprehensive gap analysis report and a tailored action plan to achieve compliance.

2. Implementation

  • Objective: Implement the necessary changes to meet the ISO standard requirements.
  • Actions:
    • Develop and document policies and procedures to address the identified gaps with guidance from Accredify Global's experts.
    • Train employees on the new processes and ensure they understand their roles in the ISO implementation.
    • Implement the new practices and monitor their effectiveness to ensure they align with ISO standards.
  • Outcome: A fully implemented management system that meets the ISO standard requirements, supported by ongoing training and expert advice from Accredify Global.

3. Audit Review & Certification

  • Objective: Validate your management system through an external audit and achieve certification.
  • Actions:
    • Conduct an internal audit to ensure readiness for the certification audit, utilizing Accredify Global's auditing tools and resources.
    • Schedule and undergo an external audit with Accredify Global's accredited certification body.
    • Address any non-conformities identified during the audit with support from Accredify Global's consultants.
  • Outcome: Successful certification and ongoing compliance with the ISO standard, with continuous support and guidance from Accredify Global.