What is the difference between ISO 10001 and ISO 10002?
ISO 10001 guides promises and codes of conduct before and during customer interactions. ISO 10002 concerns handling complaints when customers raise dissatisfaction.
MANAGEMENT SYSTEMS
Different purposes
ISO 10001 guides promises and codes of conduct before and during customer interactions. ISO 10002 concerns handling complaints when customers raise dissatisfaction.
How the two support each other
Complaint patterns can reveal unclear or unrealistic promises. Code reviews can use that feedback to improve commitments, while the complaint process provides a controlled response when a commitment is missed.
Keep responsibilities and records distinct
The code defines promises and how they are applied; complaint records show receipt, evaluation, response and follow-up. Using both does not make a code, a complaint procedure and a certificate the same output.
Updated
A sound start verifies the real activity and applicable requirements before the service name.
ISO 10001 Customer Satisfaction Codes of ConductPrimary sources reviewed for this article