This standard provides guidelines for the design and implementation of an effective and efficient complaint handling process for problems relating to all activity types, including e-commerce.
Information obtained during the complaint handling process can bring about improvements in products and processes and, where complaints are handled correctly, can improve an organization’s reputation, whatever its size, location and sector.
Handling complaints using a process specified in this standard can improve customer satisfaction.
Encouraging customer feedback information, including complaints if the customer is not satisfied, can provide opportunities to maintain or improve customer loyalty and recognition, and improve national and international competitiveness.
