A systematic approach to satisfied customers.ISO 10001-2-3-4A happy customer makes for a happy company. When applying the customersatisfaction management standards from the ISO 10000 family, you manage andenhance customer satisfaction in a structured way. A scored assessment providesmeasures on effectiveness, risks and opportunities for improvement.

The standards are applicable to any company regardless of sizeand product or service provided. You can choose to apply theentire set of standards or individual documents. The fourstandards address customer satisfaction monitoring andmeasuring, code of conduct, complaints handling and externaldispute resolution. While non-certifiable, the standards provideorganizations with sound guidance on the critical aspect ofcustomer satisfaction management, a topic briefly covered inthe Quality Management System standard ISO 9001. A scoredassessment by DNV Business Assurance will ensure that you areon the right track towards happy and loyal customers.

What are the main benefits?Applying one or more standards will help you mitigate customerdissatisfaction, enhance customer loyalty and improve yourcompanys external reputation. With a systematic approach tocustomer satisfaction management coupled with a scoredassessment from DNV Business Assurance, you will get fullvisibility of the effectiveness, strengths, weaknesses, risks andopportunities for improvement. When paired with ISO 9001certification, you get a deep dive assessment into thecompliance and effectiveness of your customer satisfactionmanagement processes. The assessment report can be used asan internal benchmark, support your self-assessment efforts,encourage transparency regarding your customers satisfaction

management, and demonstrate progress, compliance andperformance toward suppliers and customers.

What is the standard/service/topic?ISO 10001-2-3-4 provide an integrated framework for managingand improving your customers satisfaction. These fourstandards within the ISO 10000 family address four differentareas: ISO 10001 code of conduct. This ethical code of conduct

consists of promises and obligations related to product orservice delivery, product returns or complaints, handling ofpersonal information of customers, advertising andstipulations concerning particular attributes of a product/service or its performance.

ISO 10002 complaint-handling processes. Guidance forthe design and implementation of processes for all types ofcommercial or non-commercial activities, includingelectronic commerce.

ISO 10003 external dispute resolution. Addressesresolution of product/service-related complaints that havenot been resolved by the organization.

ISO 10004 monitor and measure. Guidance on how tomonitor and measure your companys customer satisfactionperformance.

ISO 10001-2-3 provide guidance which can help you enhancecustomer satisfaction. ISO 10004 complements the three otherstandards by providing information on your performance. Thestandards are fully compatible with ISO 9001, the QualityManagement System standard, supporting the elementstargeting customer focus, resource management, customersatisfaction, analysis of data, complaints management andcustomer communication. However, ISO 9001 certification is noprerequisite to implement one or more of the ISO 10000standards.

How do I get started?The ISO 10000 standards build on a modular approach. Youshould therefore first decide upon which standard(s) you wishto implement. If you are looking to measure your performance,you should consider what you wish to measure. For example,what areas are the most critical, where do you see risks? Whenmeeting with our assessors, they will work with you to tailor anassessment that focusses on the most important aspects for yourcompany. This personal approach means that in addition toassessing adherence against the relevant standards, you getaccurate measures of your performance in the areas that youdeem most critical to your success.

How can DNV Business Assurance help?We provide a scored assessment of your Customer SatisfactionManagement processes against your selected standards. Theassessment is done against DNV Business AssurancesAssessment Protocol. The scored assessment provides that, incase your performance reaches the minimum qualification levelof 1 (on a scale of 1 to 3), we will issue a Statement ofAssessment. You will always receive an assessment report whichincludes a description of the assessors findings, areas forimprovement and noteworthy efforts.

Why partner with DNV Business Assurance?When partnering with DNV Business Assurance, you areselecting an independent, word leading certification body thatworks with more than 50 000 customers worldwide for theircertification needs. We have a long history of working with ourcustomers for their quality needs and help them build trust andconfidence toward their customers, suppliers and otherstakeholders. We can provide assessment services against thefour customer satisfaction management standards in the ISO10000 family. Our experience with rating systems shows that thismethodology goes beyond compliance and provides additionalvalue such as benchmarking, enhanced self-assessmentcapabilities and improvement opportunities.

About usDNV Business Assurance is a worldleading certification body. We work withour customers to assure theperformance of their products,processes and organisations throughcertification, assessment and trainingservices. We help our customers buildstakeholder trust and create a platformfor sustainable business performance.

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