ISO 10002:2004 - Customer Satisfaction - Customer Complaint Procedure

The TC 176 has issued a corrigendum for ISO 10002:2004. It is available for free download from the ISO website (you must have an account, though).

The corrigendum basically corrects the the previous reference from ISO 9000:2000 to ISO 9000:2005 and provides for slightly different definitions of the terms objective and policy.

6thsense said:

Hie Covers,

Well i got audits after me and things are hectic.

We have been having serious problems with the following Consumer Response program and would be most grateful if you could tear it apart so that I aline it with ISO10002. Help with the Questionnaire for Consumer Surveys will also be a welcome.

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I guess this dropped by the wayside as happens in some threads. How did things work out for you, 6thsense?

Hi Harry,
thank you for sharing the attachment.
best regards,
raffy

harry said:

This pdf/ppt presentation from a google search should give you a much better idea.

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1, complain reply cycle time control.

2, reply report quality score.

3, effectiveness verification report.

I am a little confused. What is this in response to?

Stijloor.

Items to measure the performance of customer service,

1, Cycle time, to measure whether you reply quickly to customer complain?

2, Score your replied report to measure whether you report quality is good enough. The score system of the report need to introduce into the company.

3, Effectiveness verify report to show the effectiveness of your corrective action.

harry said:

This is a ppt. presentation from the web. "Guiding principles of AS ISO 10002: practical guidance."

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Thanks, the presentation is really helpful and supports what our complaints/ appeals procedures says.

customer survey survey

The best way to find out whether your customers are satisfied is to ask them. The questions you ask are important. What you do with their answers is more
Use this customer service survey to get feedback about face-to-face customer service interactions.

You are so right. If you do not ask them, then you may know that they have a problem with something you did or did not do. They may not tell you (without you asking) but they will tell someone else. And if you ask and they tell you, then ACT On It. It is your chance to make it right. Get their trust back!

On another note, Arian 143 did you intend to post something?