ISO 10002:2018 is the international standard for Customer Satisfaction – Guidelines for Complaints Handling in Organizations. It provides a structured framework for handling customer complaints efficiently and fairly, turning dissatisfaction into valuable opportunities for service improvement and brand loyalty.
This standard outlines the best practices for designing and implementing an effective complaints management process, ensuring that every customer voice is heard, addressed, and used to strengthen the organization’s credibility and customer experience.
While ISO 10002 is not a certifiable standard on its own, it is often implemented alongside ISO 9001 to enhance overall quality management and customer service systems.
Key Objectives of ISO 10002:2018
- Establish a fair, accessible, and responsive complaint-handling process
- Increase customer satisfaction by resolving issues effectively
- Identify root causes of complaints to prevent recurrence
- Improve organizational performance and reputation
- Foster customer-focused culture across all departments
Core Elements of ISO 10002:2018
- Complaint reception and registration
- Complaint evaluation and investigation
- Communication with complainants
- Corrective and preventive actions
- Continuous monitoring and improvement
- Management review and accountability
Benefits of Implementing ISO 10002:2018
- Enhances customer trust and loyalty
- Builds a strong reputation for transparency and fairness
- Identifies operational gaps and service delivery weaknesses
- Supports continuous improvement of products and services
- Aligns with ISO 9001 and other quality standards
- Helps in regulatory or industry compliance related to consumer rights
ISO 10002:2018 with NKS Enterprises UK
At NKS Enterprises UK, we help organizations of all sizes implement the ISO 10002:2018 framework as part of their quality and customer service strategy. Our consultants guide you through the creation of policies, complaint resolution workflows, documentation, training, and integration with your existing quality systems.
Whether you’re in retail, services, manufacturing, healthcare, or government, we tailor the ISO 10002 approach to ensure your customers feel heard — and your business keeps improving.