- ISO 22000 - Food Safety Management System
- ISO 27001 - Information Security Management System
- ISO 22301 - Business Continuity Management System
- ISO 17025 - Testing and Calibration Laboratories
- ISO 56001 - Innovation Management System
- ISO 10002 - Customer Satisfaction & Complaint Management
- AS 9100 - Aerospace, Space & Defense Quality Management System
- GDP - Good Distribution Practice
- GMP - Good Manufacturing Practice
- IATF 16949 - Automotive Quality Management System
- AS 9100 – Aerospace, Aviation and Defense Quality Management System
- AQAP 2310 – NATO Quality Management System Requirements
- AQAP 2110 – NATO Quality Assurance Requirements
ISO 10002 - Customer Satisfaction & Complaint Management
Research shows that only 4% of customers report a negative experience as a complaint; the remaining 96% either leave silently or spread negative reviews. For this reason, complaint management is not a cost center; it is one of the most cost-effective tools for retaining customers and strengthening brand reputation. ISO 10002 enables organizations to systematically address incoming complaints as an opportunity for feedback and improvement.
A&A Consulting designs a complaint management policy that integrates phone, email, web forms, and in-person channels. Each complaint is categorized, assigned to a responsible party, and its resolution timeline is tracked. The root causes of recurring complaints are analyzed using the 5-Why, fishbone, or 8D methods. Standard response protocols and attitude training are provided for every employee who interacts with customers. Complaint trends are integrated into management reports; Net Promoter Score and customer satisfaction measurement systems are established. All these mechanisms work together to permanently strengthen customer loyalty and brand reputation.