Customer Satisfaction Quality Management System ISO 10002: 2018
This document gives guidelines for defining and implementing processes to monitor and measure customer satisfaction.
This document is intended for use by any organization regardless of its type or size, or the products and services it provides. The focus of this document is on customers external to the organization.
NOTE Throughout this document, the terms "product" and "service" refer to the outputs of an organization that are intended for, or required by, a customer.
Obtain information on new expectation .
Resolving complaints to the satisfaction of the complainant and the organization.
Identify trends and therewith eliminate causes of complaints .
Customer-focused approach to resolving complaints .
Encourage personnel to improve their skills in working with customers.
Identify customer expectations.
Acceptance of Proposal and Contract Signature
Gap Analysis (Optional): Pre-assessment of your system to evaluate the current state against requirements of the standard.
Audit Stage 1: Initial Visit to verify the establishment and implementation of the Management System; 4- Audit Stage 2: Certification audit (certificate issued after successful certification audit)
Decision making Stage and Certification Issuance
1st Surveillance Audits (After 1 year of registration) to evaluate the maintenance and the Continual Improvement of Management System
2nd Surveillance Audits (After 2 year of registration) to evaluate the maintenance and the Continual Improvement of Management System
Re-Certification (after 3 Years of initial registration), Signing an other contract
