ISO 10002:2018 Customer Satisfaction & Complaints Handling Assessment

ISO 10002:2018 provides guidance for designing, operating, maintaining, and improving an effective complaints-handling process for products and services.

The framework supports accessible complaint channels, fair investigation and response, customer-focused resolution, complaint analysis, management review, and continual improvement.

• Consumer products, retail, hospitality, and service providers
• Healthcare, education, utilities, and public-sector organizations
• Manufacturers and distributors managing warranty or service complaints
• Organizations integrating complaint handling into an ISO 9001 quality system
• Teams seeking measurable improvement in customer response and escalation

• Complaint policy, responsibilities, resources, and communication
• Receipt, tracking, acknowledgement, investigation, and response
• Objectivity, confidentiality, accessibility, and customer focus
• Escalation, closure, satisfaction review, and record controls
• Trend analysis, internal audit, management review, and improvement

ISO 10002 contains guidelines rather than certifiable management-system requirements. AmericanQMS therefore performs an independent alignment assessment and issues a Statement of Alignment describing the assessed scope and evidence reviewed.