What is ISO 10002:2018 Customer Satisfaction Management System?
ISO 10002:2018 is an international standard that enables organizations to effectively manage customer complaints. While aiming to increase customer satisfaction, this system also ensures that complaints are handled in a systematic manner.
Proper evaluation of customer feedback helps businesses improve service quality. ISO 10002 clearly defines how organizations should record, analyze, and resolve complaints.
Who Can Implement ISO 10002:2018 Customer Satisfaction Management System?
The ISO 10002:2018 standard can be implemented by organizations of all sectors and sizes. This system is suitable for:
- Service providers
- Manufacturing companies
- E-commerce platforms
- Healthcare institutions
- Educational organizations
- Municipalities and public institutions
How to Obtain ISO 10002:2018 Certification?
To obtain ISO 10002:2018 Customer Satisfaction Management System certification, organizations should follow these steps:
- Situation Analysis: Analyze existing customer complaint handling processes.
- Documentation: Prepare procedures and policies that align with ISO 10002 requirements.
- Implementation: Ensure the system is applied throughout the organization.
- Internal Audit: Evaluate the effectiveness of the implementation.
- Certification Application: Apply to an accredited certification body.
- External Audit: The system is evaluated by independent auditors.
- Certification: The certificate is issued upon successful audit.
How to Verify the Authenticity of an ISO 10002:2018 Certificate?
You can verify the authenticity of the certificate using the following methods:
- Accreditation Check: Confirm whether the issuing body is accredited by a recognized authority such as IAF (International Accreditation Forum) or TÜRKAK.
- Certification Body Website: Use the certificate number to perform a search.
- QR Code or HTTPS Verification: Some certificates contain QR codes or secure HTTPS links for direct verification.
- Direct Inquiry: Contact the issuing organization by email or phone for confirmation.
How Long is the ISO 10002:2018 Certificate Valid?
The ISO certificate is valid for 3 years. However, to maintain its validity, annual surveillance audits must be conducted to ensure the system’s effectiveness and continuous improvement.
At the end of the 3-year period, a recertification audit is required. During this audit, the system is fully reassessed and, if found compliant, the certificate is renewed.
Reminder:
Failure to conduct the required annual surveillance audits will result in the certificate becoming invalid.
Why Sigmacert?
Since 2015, Sigmacert has been advancing in the certification sector. With a customer-focused approach, fast and efficient service, and a strong commitment to impartiality, Sigmacert has become a trusted name in the industry. It has continued to grow through professional achievements and launched the Eğitim Sepeti brand, delivering ISO and Lead Auditor trainings that help professionals gain expertise in ISO management systems.
As the Sigmacert family grows with new company groups, it continues to expand its range of services. Alongside TÜRKAK and HAK accredited certification services, we offer:
- Online and on-site ISO trainings
- Lead Auditor Trainings
- Periodic Inspections
- Occupational Hygiene and Environmental Measurement Laboratory Services
- Food Analysis Laboratory Services
Sigmacert is always here to support you with reliable, accredited, and comprehensive services.
For Quotation Requests: teklifal@sigmacertglobal.com
