ISO 10001:2018 is an internationally recognised standard for customer satisfaction management systems, which lays out how to measure customer satisfaction, how to analyse and interpret the results, and what to do about it.
ISO 10001 is a quality management system that allows companies to demonstrate their commitment to customer satisfaction and continual improvement. Successful companies are those with the ability to implement new ideas quickly. ISO 10001 also provides businesses with guidelines for continuously improving their internal processes, as well as helping them build effective relationships with suppliers. In addition, it is a certification that helps organizations develop efficient operations and provide flexibility in meeting customer expectations.

This standard offers guidance for an organization to plan, design, develop, operate, maintain and improve an effective and efficient dispute-resolution process for complaints that have not been resolved by the organization. ISO 10003 is applicable to:
- complaints relating to the organization’s products intended for, or required by, customers, the complaints-handling process or dispute-resolution process
- Resolution of disputes arising from domestic or cross-border business activities, including those arising from electronic commerce