Darb Al-Wuqud Limited Company has announced that it has been awarded the ISO 10002 certification for Customer Satisfaction and Complaints Handling Management Systems, marking a step that reflects the company's ongoing commitment to elevating the level of service provided to its customers and strengthening their confidence in the quality of its products and services.
This certification is the result of sustained institutional efforts to develop internal systems and mechanisms for handling customer feedback and complaints, ensuring quick and effective responses while reinforcing the principles of transparency and continuous improvement across all stages of service delivery.
ISO 10002 is one of the leading international standards that provides a clear framework for receiving, classifying, and addressing complaints and analyzing their root causes—helping organizations turn customer feedback into genuine opportunities for improvement, rather than simply reports to be closed and filed away. With this achievement, Darb joins the ranks of organizations that treat the customer experience as an integrated system rather than just an add-on service.
The company noted that meeting the requirements for this certification involved a comprehensive review of internal work procedures, training relevant teams on best practices for handling customer inquiries and feedback, and developing clearer, faster communication channels that make it easy for customers to make their voices heard at any time.
The company affirmed that this achievement represents a major milestone in its journey toward strengthening its position as the first and most trusted choice for its customers, and that the voice of the customer will remain a central pillar in shaping its future plans and decisions. It also explained that obtaining this certification is not the end of the road, but rather the beginning of a new phase of continuous development—one built on regularly measuring customer satisfaction, monitoring the effectiveness of the solutions provided, and working to continuously improve them in line with customers' expectations and aspirations, as the voice of the customer will remain a core element guiding its future plans and decisions.
