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Last updated: 27 Sep, 2014 Bags ISO 10002:2004 Certification

PR Newswire | 31 Jan, 2014
MUMBAI:, India's first and fastest growing virtual home shopping brand, has been awarded the coveted ISO 10002:2004 for its complaint management system and customer satisfaction policy. Naaptol largely caters to diverse customer preferences through a gamut of product segments, given its strong partnerships with various top notch brands like Samsung, Reebok, Anjali, Jaipan, etc. Its commercial activities incorporate merchandising, making great offers to customers and providing exemplary delivery and customer support services.

ISO 10002:2004 Complaints Management System provides guidance on the process of complaints handling related to products within an organisation, including planning, design, operation, maintenance and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.

Naaptol has been appreciated by the certification body's vastly experienced Lead Auditors for having a very advanced CRM System & CSAT Policy. The Naaptol team is committed to maintaining and improving their CRM System as an important tool for process and product quality improvements as well as having customer feedback (through CSAT and by other means).

Besides the constant Customer Relation Assessment (CRA) surveys conducted by Naaptol's in-house CSAT team, it has been keeping the process owners abreast with the customer sentiment and the brand perception. This has helped the team get a deeper understanding of its customers. The periodic CRA survey includes interacting with customers on the basis of scientific selection and proactively taking feedback from the repeat customers as well as first timers on the basis of set parameters.

Speaking on the occasion, Mr. Manu Agarwal, Founder & CEO at said, "It is a very proud and significant moment for the entire team of Naaptol. We have been able to develop incisive understanding of our customers through our brand partnerships and by offering the best value for money. Our products are displayed in a manner to meet and exceed customer expectations. This honour has inspired and motivated the entire Naaptol team and our associates to work even harder and strive to provide the best service to our customers."

The international standard as per ISO 10002:2004 certifications provides a framework which the information obtained through the complaints handling process can lead to:

    Improvement in products and processes
    Improvement in the reputation of the organisation


ISO 10002:2004 addresses all aspects of complaint handling with benefits as below:

    Customer Satisfaction: It can increase customer satisfaction by creating a customer-focussed environment that is open to feedback (including complaints), resolving any complaints, and enhancing the organisation's ability to improve its product and customer service.
    Improved Efficiency: Implementation and certification ensures a consistent process to handle customers, which enables identifying causes and eliminating the causes of complaints, as well as improving the organisation's operations.
    Better Relationship: The system helps to adopt a customer-focussed approach to handle analysis, review complaints and encourage personnel to improve their skills & behaviour while working with customers.
    Brand Improvement: The certified complaint management system demonstrates to customers & other stakeholders that by recognising and addressing the needs and expectations of complainants, you have processes in place to handle, analyse and review complaints to improve the product and customer service quality.

Credibility: Effective Complaint Management system helps to ensure defined responsibilities and procedures to handle & review complaints.

Customer Confidence: By adopting the management system, the ability to retain the loyalty of customers is enhanced. Customers feel confident of commitment for the resolution & redressal of any of their queries or complaints.

    Continual Improvement: It provides a basis for continual improvement and analysis of the complaint-handling process and redressal of complaints with improvements to be made.
    Transparent System: It also provides complainants with an open, effective and easy-to-use complaint process.
    Auditable System: Complaint management system is auditable, thus auditing of the complaints-handling process gives accuracy of the system compliance.
    Synchronisation: This is developed as guidance for an organisation's complaints-handling process. It can be used alone or in conjunction with ISO 9001- Quality Management System of Organisation.


Founded in 2008, twice VC funded firm Naaptol is India's first and fastest growing virtual home shopping brand. It is the only brand offers services over multiple touch points including Print, TV and internet, and Direct Marketing et al.

Naaptol has immensely revolutionized the way online shopping was done. Naaptol, India's leading virtual-commerce home shopping platform and acknowledged as a top Home shopping portal which currently process around 10,000 orders a day with service presence across India in 9 different languages . It enormously caters to diverse customer preferences through a gamut of product segments, given their strong partnership with various top notch brands like Samsung, Reebok, Anjali, Jaipan, etc. and the commercial activities incorporate merchandising, making great offers to customers and providing exemplary delivery and customer support services.

Primary Media Contact: Sonakshi Gupta,, 91-916-7732679

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