BS ISO 10000 series

Quality management. Customer satisfaction.

Research shows that customers remain loyal to businesses that understand their needs, value them as individuals and deliver on promises.

A BSI survey carried out in 2008 found that:

  • 72% moved to a competitor after receiving poor customer service

  • 55% of customers are left unsatisfied by the handling of their complaint

  • 65% of those making a complaint had not been made aware of the procedures available to them for resolving the dispute

  • 73% of customers surveyed said that a Code of Conduct would make them feel more confident about buying products and services online

BS ISO 10001, 10002 and 10003 are a suite of standards developed to help organizations to improve customer satisfaction by:


  • communicating clearly with customers about their products and services, reducing the risk of complaints

  • implementing effective systems for handling complaints when they do occur

  • resolving any disputes fairly and effectively.  

BS ISO 10001:2007
Quality management. Customer satisfaction. Guidelines for codes of conduct for organizations

BS ISO 10001 provides guidance on developing and implementing a credible customer satisfaction code of conduct.

This could help to avoid confusion about what a customer can expect, reduce the number of customer complaints and explain what will happen in the event of a quality problem.   

BS ISO 10002:2004
Quality management. Customer satisfaction. Guidelines for complaints handling in organizations

BS ISO 10002 offers guidance on all aspects of complaints handling, from planning through to evaluation.

Implementing the BS ISO 10002 complaints-handling process can help ensure customers receive responsive treatment and help the organization identify problem areas and opportunities for improvement and savings.

BS ISO 10003:2007
Quality management. Customer satisfaction. Guidelines for dispute resolution external to organizations

BS ISO 10003 provides guidance on designing and implementing an effective and efficient dispute-resolution process for complaints that have not been resolved. 

This includes guidance on the selection of suitable dispute-resolution providers and monitoring and evaluation of processes for continuous improvement.

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