A series of international standards has been updated to bring together international best practice on customer satisfaction.
The revised standards are: ISO 10001, Quality management – Customer satisfaction – Guidelines for codes of conduct for organizations, ISO 10002, Quality management – Customer satisfaction – Guidelines for complaints handling in organizations, ISO 10003, Quality management – Customer satisfaction – Guidelines for dispute resolution external to organizations, and ISO 10004, Quality management – Customer satisfaction – Guidelines for monitoring and measuring. The standards were updated to ensure the information remains relevant and aligns with ISO 9001:2015.
Convener of the working group that revised the standards, Stan Karapetrovic, said the series of international standards guide organizations when implementing effective systems to improve customer satisfaction.
“These guidelines were revised simultaneously, aligning both with ISO 9001 and with each other,” Karapetrovic. said
“While each of the standards can be efficiently implemented by themselves, their integrated application is very effective as well.”
The series of standards was developed by subcommittee 3, Supporting technologies, of technical committee ISO/TC 176, Quality management and quality assurance—the secretariat of which is held by ISO’s member for the Netherlands, NEN.