Customer Satisfaction Management System

“Complaint is an expression of dissatisfaction made to an organization about its products or the process of assessing complaints itself, for which an explicit or implicit response or solution is expected.” Definition source: ISO 10002:2004 An organization's retention of existing customers is at least four times more likely than acquisition of new customers. Organizations that constantly lose customers go to great lengths to repair their damaged reputations.

In today's competitive environment, product and service innovations are leading to a redefinition of established performance levels. A good Complaint Management System is one of the essential requirements for successful businesses to manage customers' needs and protect their brands.

The Customer Satisfaction standard, ISO 10002: 2004 – The directive standard for implementing the Complaint Management System helps organizations identify, manage and understand how to successfully handle their customers' complaints.

The Customer Satisfaction standard, ISO 10002: 2004 – The directive standard for implementing the Complaint Management System helps organizations identify, manage and understand how to successfully handle their customers' complaints.

The ISO 10002 standard provides the opportunity to add value in the processes related to the handling of complaints in organizations and to continuously increase the performance of customer satisfaction and loyalty. The main features of the standard are to create a structure that attaches importance to an open and responsible Complaints Handling process, to support general management system principles and to facilitate the integration of management systems, to take the process approach as a basis, to set measurable targets and to make planning that will ensure continuous improvement.

According to worldwide research;

• A satisfied customer shares his satisfaction with an average of 5 people,
• A dissatisfied customer, on the other hand, transfers his dissatisfaction to an average of 9 people,
• 13% of them convey their dissatisfaction to an average of 20 people,
• 98% never complain, but quietly turn to other competitors.

The main; It is necessary to see customer complaints as an opportunity to improve the system and to consider them as a tool to increase customer loyalty and the number of loyal customers.

Who cares?

ISO 10002 concerns all organizations that want to serve beyond the expectations of their customers. Going beyond customer expectations is also a general requirement for businesses of all types and sizes, whether private, public or voluntary industries.

There are several benefits to implementing and documenting our customer complaints management system:

• Retaining your customers

By adopting the management system, you increase your ability to maintain the loyalty of your customers.

• Brand reputation

Implementing and documenting your complaints management system shows your shareholders that you have a genuine commitment to satisfying your customers and that you already have processes in place to evaluate, analyze and review complaints.

• Transaction activity

Implementation and certification provide a consistent approach to handling customer inquiries, allowing you to identify trends, eliminate causes of complaints, and improve your organization's operations.

• Improved internal communication and relationships

Encourages your employees to develop their ability to work with customers while helping you take a customer-centric approach to resolving complaints

• Flexibility

This standard complies with the ISO 9001:2008 Quality management system and helps you add value to your organization's value and increase its effectiveness. ISO 10002 – Annex A also provides guidance especially for small businesses.

• Continuous Improvement

It lays the groundwork for continuous review and analysis of your complaints handling process, resolution of complaints, and where improvements can be made.