ISO 10001–10004: Customer Satisfaction & Complaint Handling

Name: ISO 10001–10004: Customer Satisfaction & Complaint Handling
Rating: 4.7 (168 reviews)

Codes of conduct, complaint management, dispute resolution and measuring customer satisfaction — the ISO 10000 series

Created byCristian Vlad Lupa, rigcert.education

Last updated 7/2026

English

Arabic [Auto],English

What you'll learn

What is customer satisfaction
How to handle customer complaints
What is the dispute resolution process
Qualitative and quantitative customer surveys
Direct and indirect analysis of customer satisfaction data
Attitudinal vs. behavioral customer loyalty

Course content

5 sections • 25 lectures • 1h 44m total length

Introduction2:46
Customer satisfaction5:37
The definition of customer satisfaction as per ISO 9000:2015. The importance of retaining customers.
Standards we look at4:25
About the standards in the ISO 10000 series. What they are about, how they can be used and what is their relationship with quality management and ISO 9001:2015.

A code of conduct for customer satisfaction4:12
What is a code of conduct for customer satisfaction. What it should include, what it should avoid. Examples of promises made by a company to its customers.
Preparing a code of conduct for customer satisfaction3:31
What to consider when developing a code of conduct for customer satisfaction. What are the requirements for such a code of conduct. Risks and opportunities associated to the development and operation of such a code of conduct.
Adopting a code provided by another organization2:06
Is it possible to adopt a code of conduct for customer satisfaction that is developed by another organization? What to consider when deciding to do that?
Implementing, reviewing and improving the code of conduct4:02
What does it mean to implement the code of conduct for customer satisfaction? How to monitor the effectiveness of this code and how to improve it.

A framework for handling complaints4:30
The definition of a complaint. Guiding principles for establishing a credible and effective process for handling complaints.
Setting up the complaints handling process3:10
About the complaints-handling policy. The support of the top management for the complaints-handling process. The management representative who coordinates the process of handling customer complaints.
Operating the complaints-handling process6:51
What information about the complaints-handling process should be made available to the customers and to other interested parties. Recording complaints including an example of complaint form. Investigating complaints. Follow-up on complaints received, including an example of follow-up form.
Monitoring and improving the complaints-handling process5:35
About classifying complaints, analyzing them and using the information for improvement. Monitoring the satisfaction of complainants. Examples of criteria to monitor the performance of the complaints handling process. Auditing the complaints handling process.
What about a small business?3:05
Guidelines provided by ISO 10002:2018 on designing and operating a complaints-handling process by a small business.

Dispute resolution2:20
What is dispute resolution? What is a DRP (Dispute Resolution Provider)?
Guiding principles for dispute resolution6:50
The principles that should govern the dispute resolution process (ex. consent to participate, accessibility, confidentiality, fairness, transparency, etc.)
The methods of dispute resolution3:03
The three methods used for dispute resolution: the facilitative method, the advisory method and the determinative method. Definitions and explanations of the methods that can be used by a dispute resolver.
The process of dispute resolution6:14
About the dispute resolution policy. How the dispute resolution process should work, the role and the involvement of the DRP. Reviewing and improving the dispute resolution process.

Planning to monitor and measure customer satisfaction2:53
Establishing the objectives of monitoring and measuring customer satisfaction and planning to collect data directly and indirectly.
Identification of customer expectations4:52
Customer expectations and the Kano model used to classify them.
Gathering customer satisfaction data3:39
About indirect indicators of customer satisfaction and direct measures of customer satisfaction. Qualitative and quantitative customer surveys. Advantages and disadvantages of the different survey methods.
Sampling2:50
About the size of the sample and the methods used (random sampling and stratified sampling).
The customer satisfaction questionnaire4:21
Recommendations on how to design the customer satisfaction questionnaire. What to avoid and what to consider. Examples of leading questions. A simple method to validate a customer satisfaction questionnaire.
Analyzing customer satisfaction data8:02
Methods for the direct and indirect analysis of customer satisfaction data collected. What should this analysis generate? Attitudinal loyalty and behavioral loyalty. Validating the results of the analysis.
Using customer satisfaction information2:30
The customer satisfaction information should be used to drive improvements in the products, the services and the activities of the organization. Communicating customer satisfaction information inside the company and possibly with outside parties.
The relationship between ISO 10001, ISO 10002, ISO 10003 and ISO 100044:00
The framework for customer satisfaction proposed by the ISO 10000 series of standards. How the standards in the ISO 10000 series are related and what is their connection with ISO 9001. How to use the guidelines about customer satisfaction for improving a quality management system.
Thank you and good bye!2:47
For information about the certificate please follow this link:
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Requirements

Familiarity with quality management is an advantage but not a requirement

Description

The ISO 10000 series is ISO's framework for customer satisfaction — four international standards that cover the complete cycle of earning, keeping and measuring it: promises made to customers (ISO 10001), handling complaints (ISO 10002), resolving disputes (ISO 10003), and monitoring and measuring satisfaction (ISO 10004). Together they complement ISO 9001 and give any organization, whatever its products or services, a structured approach to customer satisfaction management.

This course dedicates a section to each standard.

ISO 10001 — Codes of conduct for customer satisfaction

What a customer satisfaction code of conduct is, what it should include and avoid, and how it can be developed, implemented, reviewed and improved.

ISO 10002 — Complaint handling

What counts as a complaint, the principles of effective complaint management, and the complete complaint-handling process, from receiving and recording a complaint to its investigation, resolution and closure.

ISO 10003 — Dispute resolution

What to do when a complaint cannot be resolved to everyone's satisfaction: the most common dispute resolution methods, and how to select an appropriate dispute resolution provider (DRP).

ISO 10004 — Monitoring and measuring customer satisfaction

Identifying and classifying customer expectations using the Kano model; gathering customer satisfaction data, including qualitative versus quantitative surveys; designing a customer satisfaction questionnaire; direct and indirect methods of analysing satisfaction data; and attitudinal versus behavioural customer loyalty.

The series as a system

The final part of the course shows how the four standards relate to each other and how they connect to ISO 9001 — where customer satisfaction is a core requirement of the quality management system.

Who this course is for

Customer service, customer care and customer experience professionals building structured processes
Complaint handling officers and teams designing or improving a complaint management process
Quality managers integrating customer satisfaction into an ISO 9001 quality management system
Managers and business owners who want systematic customer feedback instead of anecdotes
Anyone building a career in customer satisfaction management

Understand how ISO addresses customer satisfaction — and turn complaints, feedback and satisfaction data into improvement.

Who this course is for:

Customer satisfaction managers
Customer success managers
Quality managers
Business relationship managers
Complaint managers

ISO 10001–10004: Customer Satisfaction & Complaint Handling

What you'll learn

Explore related topics

Course content

Introductory aspects3 lectures • 13min

ISO 10001. A code of conduct for customer satisfaction.4 lectures • 14min

ISO 10002. Handling complaints.5 lectures • 23min

ISO 10003. Dispute resolution4 lectures • 18min

ISO 10004. Monitoring and measuring customer satisfaction9 lectures • 36min

Requirements

Description

Who this course is for: