ISO 10002 Customer Satisfaction Standard
As a result of our struggles to produce services at the highest level, PTS have had been granted the latest version of ISO 9001:2008 Quality Management System last year. This year as the next step of our goals, PTS has been granted to The Customer Satisfaction standart ISO 10002:2004 Complaint Management System after the long examinations of the Breau Veritas.
Definition from ISO 10002:2004
"A complaint is an expression of dissatisfaction made to an organization, related to its products, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected."
It costs an organization at least four times as much to recruit a new customer as to maintain an existing one. Organizations that regularly lose customers, struggle to repair their damaged reputations.
In today´s competitive environment, product and service innovations are re-defining accepted levels of performance. A good Complaints Management System is one of the crucial requirements for successful businesses when managing customers´ needs and protecting their brand.
The Customer Satisfaction standard, ISO 10002:2004 - the guideline standard for implementing a complaints management system - helps organizations to identify, manage and understand how successfully they deal with their customers´ complaints.
The standard specifies the key requirements for handling customer complaints successfully and includes complaints management controls to help you address customer dissatisfaction within your business.