In short: Effective complaint handling is visible, accessible, responsive and fair. ISO 10002 provides guidelines for receiving, tracking, responding to and learning from complaints to improve customer satisfaction.
What are the principles of good complaint handling?
- Visibility and accessibility
- Responsiveness and objectivity
- Confidentiality
- Customer-focused approach
- Accountability and continual improvement
How should complaints be processed?
- Receive and acknowledge.
- Track and assess.
- Investigate and respond.
- Close and communicate the decision.
- Analyse trends and act on root causes.
Key takeaways
- Make it easy to complain.
- Respond quickly and fairly.
- Use complaint data to prevent recurrence.
Frequently asked questions
Is ISO 10002 certifiable?
It is a guidance standard, often used alongside ISO 9001.
Should complaints be counted as a KPI?
Yes, alongside resolution time and customer satisfaction after resolution.
What is the link to corrective action?
Significant or recurring complaints should trigger root cause analysis and corrective action.