Customer Satisfaction

What is a CMS?

The Complaints Management Scheme is a systematic approach giving guidance to organizations on how to react when customers are not satisfied. It guides on giving effective redress, whether it is simply a case of saying "sorry" or whether larger actions involving compensation are involved.

1. Compare your existing Complaints Management process with the BSI's Complaints Management Scheme requirements.
   
   
2. Once all the requirements of the scheme are satisfied, invite BSI to conduct a third party audit assessment.
   
   
3. Following the audit assessment, implement recommended actions.
   
   
4. On successful completion of the assessment, a certificate of registration is issued. It remains valid for one year and is subject to re-evaluation at certificate expiry.
   
   BSI can help you at all stages of this process.

What is ISO 10002?