ISO 10002 — Customer
Satisfaction
Certification of customer satisfaction and complaints-handling systems against ISO 10002:2018 — proof that feedback in your organisation goes somewhere.
What does ISO 10002 apply to?
It sets out how a customer complaint is received, investigated and resolved.
This is not a satisfaction survey or a service award: it requires a documented procedure in which every case has an owner, a deadline and an outcome, and in which the feedback collected feeds back into improvement. For banks, insurers and telecoms it is the systematic answer to a complaints duty they already carry.
Built for teams
like yours.
- Service companies competing on customer experience
- Banks, insurers, telecoms with regulated complaint duties
- Retail and e-commerce operations at scale
- Organisations pairing it with ISO 9001 for full quality coverage
If one of these is you, it is worth a conversation.
Request a quoteWhat's included.
The handover pack
06 items- An accredited ISO 10002:2018 certificate, valid three years
- A certificate entry anyone can confirm online on the public verification page
- The Stage 1 readiness result: the gaps listed for you before the main audit
- The two-stage certification audit report and its nonconformity records
- A certification decision signed off by an independent decision-maker
- An annual surveillance programme, and recertification at the end of the cycle
3 reasons to choose us.
We hold this certificate ourselves, so we know from practice what stands up in the audit.
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We are certified to ISO 10002 ourselves.
Complaint handling here is a named, tracked and reported process too. And that is precisely the audit’s question: does every case have an owner, a deadline and an outcome.
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This is not a satisfaction survey or a service award.
A survey measures a subjective impression. ISO 10002 requires a documented procedure from receipt through to resolution, and the audit tests whether that procedure actually runs.
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Run alongside ISO 9001, the audit days combine.
Part of the document review overlaps. For banks, insurers and telecoms that means documenting a complaints duty they already carry within a single process.
Asked &
answered.
Three years, subject to annual surveillance audits that confirm the system is still operating. In year three a recertification audit renews the cycle.
Yes — General Group Co. is accredited by the Azerbaijan Accreditation Centre under AZS ISO/IEC 17021-1:2021 (attestation AZ 03.0031.01.26), so the certificates we issue are independently recognised, not self-declared.
Anyone can. Every certificate we issue can be checked online through our public verification page at any time — no account, no request, no waiting.
No — impartiality rules prohibit a certification body from certifying a system it built. We can certify a system prepared in-house or with an independent consultant; our procedures explain exactly what the audit will examine.
A survey or award programme measures a subjective impression. ISO 10002 is a management system standard that requires a specific, documented process from the receipt of a complaint to its resolution.
No, it can be certified on its own. But when the two run together the document review overlaps and the audit days can be combined.
It turns a complaints-handling duty they already carry into a documented, audited system — the same evidence shown to the regulator and to the customer.
Still unsure this is the right fit? Tell us your situation — we reply the same day.
Get in touchISO Certification — more services.
Describe your situation in a sentence or two — a named specialist gives you a clear answer the same working day. Call, WhatsApp or the short form, whichever suits you.