Customer Satisfaction

The implementation of ISO 10002:2018 for quality management and customer satisfaction at Al Haitham reflects a commitment to enhancing operational efficiency and maintaining high standards in handling customer complaints. This standard provides a structured framework for effectively managing complaints, aligning with the broader objectives of customer-focused quality management. Here’s a summary of its key aspects:

Purpose

Customer Satisfaction: Focuses on enhancing satisfaction by fostering an environment open to feedback and complaints, ensuring effective resolution, and improving overall products, services, and customer service.
Guidelines for Complaints Handling: Covers the entire lifecycle of complaints handling—planning, design, operation, and improvement—as a part of the organization’s quality management processes.

Implementation

Create a welcoming environment for feedback, including complaints.
Resolve complaints efficiently and use insights to refine offerings.
Top management plays a vital role in resource allocation and personnel training to support the complaints-handling process.
Acknowledge and address the specific needs and expectations of complainants.
Develop complaints processes that are transparent, easy-to-use, and effective.
Analyze and evaluate complaints to enhance product and service quality continually.
Review and audit the complaints-handling process for efficiency and effectiveness.
ISO 10002:2018 is designed to suit organizations of any size, type, or sector.

Exclusion:
It does not address disputes referred for external resolution and employment related.

By adhering to these guidelines, Al Haitham aims to improve customer satisfaction, strengthen its reputation, and ensure that customer feedback is a driving force for growth and excellence.

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