ISO 10002- ISO 10004 Customer Satisfaction

ISO 10002- ISO 10004 Customer Satisfaction

Establishing effective processes for complaints handling, monitoring and measuring customer satisfaction.

Establishing effective processes for complaints handling, monitoring and measuring customer satisfaction.
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The customer complaints management system is an essential requirement for any business to have and maintain a successful brand reputation. Continuous measurement and evaluation of customer satisfaction assures that expectations are not only met, but also provide opportunities for future improvement, elimination of complaints, and being one step ahead in delivering competitive significance.

Having ISO 10002 - ISO 10004 will allow financial organizations to comply with SAMA’s regulations on new rules on how Saudi banks must handle customer complaints.  

ISO 10002

ISO 10002 is a guide for the internal handling of product- and service-related complaints. This guidance can help to maintain customer satisfaction and loyalty by resolving complaints effectively and efficiently. It provides you with guidelines for putting in place your own complaints management system – helping you to identify complaints, their cause and how to eliminate them. ISO 10002 will also allow you to identify areas in your business where you can improve and remove the reason for complaints.

ISO 10004

ISO 10004 is one of the key elements of organizational success is the customer’s satisfaction with the organization and its products and services. Therefore, it is necessary to monitor and measure customer satisfaction. The information obtained from monitoring and measuring customer satisfaction can help identify opportunities for improvement of the organization’s strategies, products, services and characteristics that are valued by customers, and help to reach the organization’s objectives.

Implementing ISO 10002 and ISO 10004

ISO 10004 and ISO 10002 can be used together. The guideline given in the 10004 documents can support the establishment and implementation of a complaints-handling process. Likewise, information from a complaints-handling process can be used in monitoring and measuring customer satisfaction. Moreover, the ISO 10002 guideline allows for enhancing customer satisfaction by creating a customer-focused environment, resolving any complaints received, and enhancing the organization's ability to improve its products and services, including customer service.

Customer Excellence

ICXS 2019 & IDCXS 2022

International Customer Experience Standard ICXS 2019 and International Digital Customer Experience Standard IDCXS 2022.

ICXS 2019:

ICXS is the world's first Customer Experience Standard, developed by TICSI as a natural evolution of the International Standard for Service Excellence (TISSE 2012). The goal of ICXS is to improve the entire customer journey by paying attention to every interaction point, helping businesses maintain the highest standards of customer experience, and increasing customer loyalty, revenue, and profits.

IDCXS 2022:

IDCXS is the digital equivalent of the 5Ps Service Excellence Model, which identifies elements impacting service quality. Based on the 5Ps model, IDCXS consists of seven criteria, including Policies, Digital Channels, Digital Services, Processes, People, Measurement, and Performance Results, with a scoring system of 1,000 points. Over 200 organizations worldwide have implemented the standard.


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Why choose BSI?

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