Scope of Customer Satisfaction & Complaint Management System
The scope of SANGAU’s ISO 10002:2018 certification covers the design, implementation, and continual
improvement of a structured Customer Satisfaction and Complaint Management System across all business
verticals. This includes property management, property rentals, property maintenance, property documentation,
and property interiors.
The system ensures that customer feedback, concerns, and complaints are received, recorded, evaluated, and
resolved in a fair, transparent, and timely manner. The scope extends to:
- Establishing clear channels for customer communication
- Recording and tracking complaints systematically
- Root cause analysis and corrective action for recurring issues
- Continuous improvement of services based on client feedback
- Maintaining customer trust and satisfaction by aligning with international best
practices
This certification demonstrates SANGAU’s commitment to providing high-quality services, addressing customer
needs proactively, and strengthening long-term relationships with property owners, tenants, and service
partners.
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