Customer Satisfaction & Complaints Handling Certification
Customer satisfaction is the backbone of every successful business. ISO 10002:2018 provides a structured approach to handling complaints effectively, ensuring that organisations not only resolve issues but also use them as opportunities to improve products, services, and customer relationships.
At Veridix Consulting, we help organisations implement ISO 10002:2018 by providing expert guidance, streamlined strategies, and continual improvement practices, making customer satisfaction a powerful driver of business growth.
ISO 10002:2018 is the internationally recognised standard for complaints handling in organisations.
It provides clear guidelines on designing, implementing, and maintaining a complaints management system that is fair, transparent, and customer-focused.
This standard helps businesses build trust by demonstrating their commitment to listening, responding, and continuously improving based on customer feedback.
Key features include:
Effective complaint resolution process
Transparency and accountability
Fair and customer-focused practices
Feedback integration for improvement
Implementing ISO 10002 brings a wide range of benefits:
Any organisation that interacts with customers—whether in manufacturing, services, retail, healthcare, banking, or IT—can benefit from implementing ISO 10002.
No, it’s not legally mandatory, but it adds significant value by showing your commitment to customer satisfaction and complaint handling.
ISO 9001 focuses on overall Quality Management Systems, while ISO 10002 specifically addresses customer complaints handling and satisfaction. They can complement each other when implemented together.
Like most ISO certifications, ISO 10002 is valid for three years, with annual surveillance audits to ensure compliance.
Depending on your organisation’s size and readiness, certification can typically take 3–6 months.
Yes, it integrates seamlessly with ISO 9001, ISO 27001, and ISO 45001, enhancing overall business performance.
Challenges include changing company culture, ensuring staff commitment, and maintaining consistent documentation—but with expert guidance, these can be managed effectively.
We provide hands-on expertise, customised solutions, staff training, and long-term support to help you achieve and maintain ISO 10002 certification smoothly.
Evaluating your current system against ISO 10002 requirements
Creating policies, manuals, and SOPs aligned with the standard
Awareness, Internal Auditor, and implementation workshops for your team
Practical guidance to roll out QMS processes effectively
Mock audits and readiness checks before the certification body arrives
Helping you align ISO 10002 with other standards for efficiency
How Veridix Guides You
Gap analysis and roadmap creation
Drafting and aligning QMS documentation
Deploying processes with staff engagement
Training, mock audits, and management review
Assisting during external certification audits