The widespread trade in today's business world, the increase in the number of organizations in the same sector, and the increase and change in customer expectations have made the business of businesses more difficult and made the concept of customer even more important. It is possible for businesses to maintain their continuity, to stand in their sector, to create brands, to protect their brand values and to increase their brand value, and to achieve these goals by keeping their existing customers and acquiring new customers, and this is through absolute customer satisfaction.
We can define customer satisfaction as the benefit that customers receive from goods and services in return for their expectations. ISO 10002 Customer Satisfaction Management System is a management approach that enables the company to establish and develop more profitable and long-term relationships with its potential customers. This standard primarily envisages fulfilling management commitments related to creating a customer-oriented environment that is open to feedback (including complaints), resolving each complaint received, and improving customer service.