ISO 10002 Customer Complaint Handling Assessment

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Overview
ISO 10002 is the internationally recognized guidance for effective customer complaint handling. It helps organizations of all sizes and sectors implement transparent, fair, and improvement-focused processes, covering complaint receipt, investigation, resolution, and systemic improvements.

Who It's For

✔ Organizations aiming to embed customer-centric practices into their operations
✔ Companies seeking stronger customer satisfaction credentials for tenders and stakeholders
✔ Service providers, retailers, and public bodies wanting to demonstrate complaint handling excellence

Why a Complaint Handling Assessment Matters

  • Boost Customer Loyalty: Prove you value and act on customer feedback
  •  Mitigate Risks: Identify gaps in complaint resolution before they escalate
  • Win Business: Differentiate in procurement processes with independent validation
  • Drive Improvement: Get data-backed insights to enhance your processes

Scope of Our Remote Assessment

Gap Analysis

  • Compare your complaint handling against ISO 10002 principles

Process Mapping

  • Evaluate complaint channels, response times, and escalation paths

Document & Data Review

  • Audit complaint logs, policies, training materials, and resolution records

Virtual Interviews & Workshops

  • Conduct remote sessions with customer service teams and management

Recommendations & Roadmap

  • Deliver prioritized actions aligned with ISO 10002 best practices

Our 6-Step Remote Assessment Process

  1. Kick-off & Scoping Call: Define objectives and assessment parameters

  2. Document Collection: Secure transfer of complaint handling documentation

  3. Virtual Interviews: Validate implementation with relevant teams

  4. Preliminary Findings Review: Share initial observations for feedback

  5. Final Report & Certificate: Issue Conformity Assessment Certificate with gap matrix

  6. Follow-up Support: Optional implementation guidance sessions

Deliverables

  •  Conformity Assessment Certificate confirming ISO 10002 alignment
  • Comprehensive Gap Analysis Report with executive summary
  •  Tailored Improvement Roadmap with clear timelines
  •  Presentation Deck for leadership teams

Why Company Certification Int.?

  • Remote-First Expertise: Streamlined online assessment process
  • 15+ Years' Experience: Across retail, healthcare, finance, and public sector
  • Actionable Insights: Practical recommendations, not just compliance checks
  • Global Recognition: Assessments accepted by international partners

Ready to transform complaints into customer satisfaction opportunities?

The Certification Process

Online gap analysis allows us to see the current

  • quality benchmark within your organization,
  • the finances required
  • the time required for this project (System and Certification Fee)

Your Estimate will be shared with you in 24 hours.

Upon Estimate Approval the project starts:

  • A client executive is assigned to your project
  • Contact information is shared with you
  • The Payment details are provided to you

All Support is delivered Online.

The Client Executive will provide the Documentation Templates and explain to you how to amend it.
You will be required to perform the following tasks:

  1. Identify your core or business processes.
  2. Amend documentation that meets your business needs. (Policy statements, objectives, manuals, work instructions, job descriptions, forms.)
  3. Encourage employees to be aware of the new documented system
  4. Review, approve, and distribute the documents to those who need access to the information.

  • Ensure procedures are being performed as documented.
  • Ensure employees are trained properly for the tasks they are performing.
  • Create effective reporting systems.
  • Monitor the effectiveness of your processes through the use of measurable data, where possible.
  • Review and take action to improve in the areas required.
  • Plan internal auditing activities.
  • Submit your management system documentation for review to ensure it complies with the applicable standard.
  • Prepare for review by an external auditor to confirm that the system’s requirements are being satisfied and that the management system is implemented effectively.
  • Obtain ISO Certifcaiton
  • This periodic on-site review is usually conducted annually.
  • It ensures that the certified business continues to comply with Standard requirements, as confirmed during the Recertification Audit at the certification cycle's outset.
  • Most are conducted remotely.

Refer to learn more about Types of Audits

FAQ's

How long does it take to get ISO Certified?

Starting with your initial consultation with our ISO specialists and progressing through certification, the timeline can be as short as 15 days. However, the duration is contingent upon the size and complexity of your business. It's worth noting that we can often expedite the process and reduce costs by preparing the Documented Management System Manual on your behalf, which can also accelerate the certification for your business.

What is the duration of the certification?

Following ISO 17021 guidelines, accredited certification bodies must provide certified organizations with certificates covering a 3-year certification cycle. Extensions beyond this timeframe are possible with the completion of necessary external audits and adherence to the certification cycle. ISO Certification, for instance, commonly issues certificates throughout a ten-year contract period.

What is the cost associated with obtaining ISO certification?

At Company Certification, our dedication is to ensure that ISO certification remains cost-effective for all our clients. The expenses involved depend on various factors including your industry sector, annual turnover, number of employees, and other considerations. Feel free to utilize our complimentary calculator to receive an instant quote.

Is it possible for an individual to obtain ISO certification?

ISO certification is reserved for organizational entities, and not for individual professionals.

Which organizations require ISO 27001, and what makes it essential?

 ISO 27001 is suitable for any organization looking to showcase its dedication to information security. This standard is applicable to startups, large enterprises, and entities of all sizes in between.

Is compliance with ISO 27001 mandated by law?

 ISO 27001 certification is not a legal obligation. Nevertheless, it is strongly recommended for businesses that extensively handle data to safeguard against information security risks. Additionally, certain suppliers may stipulate ISO 27001 certification in their contracts.

What does ISO 27001 necessitate?

There are four primary categories of requirements for ISO 27001. The initial set of requirements concentrates on management responsibility, outlining the areas of your information management system where senior leaders need to be actively involved.

The second set of requirements centers on resource management, addressing how you organize your staff, business infrastructure, facilities, and equipment.

The third category of requirements revolves around information security, necessitating the development of processes to safeguard both physical and digital information assets.

The final set of requirements focuses on measurement, analysis, and improvement. This category requires the implementation of processes to assess the effectiveness of your management system and identify opportunities for enhancement.

What is the most recent edition of ISO 27001?

The present iteration of ISO 27001 is ISO/IEC 27001:2022, released in 2022

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ISO Certification: This is an official, globally recognized certification proving that your management system meets international standards. Conformity Assessment Certificate: This is useful for demonstrating basic adherence to specific CE/ISO/EU guidelines and Norms.
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