Customer Satisfaction System ISO 10001-2-3-4

What is ISO 10001-2-3-4- Customer Satisfaction System?

A happy customer makes for a happy company. When applying the customer satisfaction management standards from the ISO 10000 family, you manage and enhance customer satisfaction in a structured way. A scored assessment provides measures on effectiveness, risks and opportunities for improvement. The Customer Satisfaction standard helps organizations of all types to identify, manage and understand how successfully they deal with their customer’s Customer Satisfaction / Complaints. Some examples of Customer Satisfaction / Complaints are:

Poor quality of service Inadequate handling of Customer Satisfaction / Complaints Poor communication both before and during the Customer Satisfaction / Complaint handling process. The Customer Satisfaction Scheme can apply to organizations of all sizes, in the private, public and voluntary sectors, regardless of the nature of their activities or the nature of the business. The Customer Satisfaction Scheme specifies the key requirements for handling customer Satisfaction / Complaints successfully and includes Customer Satisfaction controls to help you address customer dissatisfaction in a satisfying way within your business. ISO 10001-2-3-4 Customer Satisfaction System provides guidance on the process of Customer Satisfaction / Complaints handling related to products within an organization, including planning, design, operation, maintenance and improvement. The Customer Satisfaction / Complaints handling process described is suitable for use as one of the processes of an overall quality management system. The international standard provides a framework that the information obtained through the Customer Satisfaction / Complaints handling process can lead to – Improvement in products and process Improve the reputation of organization Customer Satisfaction / Complaint Management System compliant to ISO 10001-2-3-4 is relevant to any organization that wishes to exceed customer expectations, a basic requirement for businesses of all types and sizes, whether they’re in the private, public or voluntary sectors. ISO 10001-2-3-4 is not applicable to disputes referred for resolution outside the organization or for employment-related disputes.

Benefits of ISO 10001-2-3-4 – Customer Satisfaction System

Customer Confidence

By adopting the management system, ability to retain the loyalty of customers is enhanced. Customers feel confident of commitment for the resolution & redressal of any of their query or Customer Satisfaction / Complaints.

Improved Efficiency

Implementation and certification ensures a consistent process to handle customers, which enable to identify causes and eliminate the causes of Customer Satisfaction / Complaints, as well as improve organization’s operations.

Better Relationship

System helps to adopt a customer-focused approach to handle analysis and review Customer Satisfaction / Complaints and encourage personnel to improve their skills & behavior in working with customers.

Continual improvement

It provides a basis for continual improvement and analysis of Customer Satisfaction / Complaints-handling process, redressal of Customer Satisfaction / Complaints with improvements to be made.

Transparent System

Provide complainants with an open, effective and easy-to-use Customer Satisfaction / Complaints process.

Auditable System

Customer Satisfaction / Complaint management system is auditable, thus auditing of the Customer Satisfaction / Complaints-handling process gives accuracy of the system compliance.


It is developed as guidance for an organization’s Customer Satisfaction / Complaints handling process. It can be used alone or in conjunction with ISO 9001- Quality Management System of Organization.