A systematic approach to satisfied customers. ISO 10001-2-3-4 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 standards are applicable to any company regardless of size and product or service provided. You can choose to apply the entire set of standards or individual documents. The four standards address customer satisfaction monitoring and measuring, code of conduct, complaints handling and external dispute resolution. While non-certifiable, the standards provide organizations with sound guidance on the critical aspect of customer satisfaction management, a topic briefly covered in the Quality Management System standard ISO 9001. A scored assessment by DNV Business Assurance will ensure that you are on the right track towards happy and loyal customers. What are the main benefits? Applying one or more standards will help you mitigate customer dissatisfaction, enhance customer loyalty and improve your company’s external reputation. With a systematic approach to customer satisfaction management coupled with a scored assessment from DNV Business Assurance, you will get full visibility of the effectiveness, strengths, weaknesses, risks and opportunities for improvement. When paired with ISO 9001 certification, you get a deep dive assessment into the compliance and effectiveness of your customer satisfaction management processes. The assessment report can be used as an internal benchmark, support your self-assessment efforts, encourage transparency regarding your customers’ satisfaction management, and demonstrate progress, compliance and performance toward suppliers and customers. What is the standard/service/topic? ISO 10001-2-3-4 provide an integrated framework for managing and improving your customers’ satisfaction. These four standards within the ISO 10000 family address four different areas: • ISO 10001 – code of conduct. This ethical code of conduct consists of promises and obligations related to product or service delivery, product returns or complaints, handling of personal information of customers, advertising and stipulations concerning particular attributes of a product/ service or its performance. • ISO 10002 – complaint-handling processes. Guidance for the design and implementation of processes for all types of commercial or non-commercial activities, including electronic commerce. • ISO 10003 – external dispute resolution. Addresses resolution of product/service-related complaints that have not been resolved by the organization. • ISO 10004 – monitor and measure. Guidance on how to monitor and measure your company’s customer satisfaction performance.