National Gwangju Science Museum Earns International Certification for Customer Satisfaction Management

The National Gwangju Science Museum announced on the 18th that it has obtained the international standard certification for the Customer Satisfaction Management System (ISO 10002), in recognition of its efforts to create a customer-oriented service environment and systematize its complaint and grievance handling procedures. ISO 10002 is a set of guidelines for complaint handling established by the International Organization for Standardization (ISO), specifying methods for managing and monitoring the Voice of the Customer (VOC) to effectively address the needs and expectations of users.

National Gwangju Science Museum.

To obtain this certification, the museum established a customer satisfaction manual, detailed its complaint handling procedures, strengthened staff response training, and set up a structured process for handling grievances. The establishment of a complaint handling process that incorporates customer feedback and extends to post-management was highly praised.

The certification audit was conducted by the Korea Management Registrar (KMR), which evaluated the museum’s complaint handling system and improvement activities as being in line with international standards.

Director Lee Junggu stated, “The certification of our Customer Satisfaction Management System is the result of making the voice of the customer a core value and providing trusted services,” adding, “We will continue to strengthen customer-oriented management and establish ourselves as a trusted public institution.”

This content was produced with the assistance of AI translation services.