ISO 10002 Customer Feedback System

ISO 10002 CUSTOMER FEEDBACK MANAGEMENT SYSTEM IMPLEMENTATION GUIDE

Issue Date: 10.03.2022 Revision Date & No: 28.07.2022 / 1

The concept of Customer-Centricity, as a key part of Frigo Nevnak’s company policies, is at the heart of all our operations, with a focus on maximizing customer satisfaction.

Frigo Nevnak has integrated the ISO 10002 Customer Satisfaction Standard into its management systems to ensure dependable service.

Our primary goal is to manage all feedback received from customers systematically, transparently, and responsively, thereby increasing overall customer satisfaction.

All feedback and subsequent improvements are considered a stepping stone toward excellence. Every Frigo Nevnak employee handles feedback without bias, ensuring all complaints are treated fairly and impartially.

Vision

To provide integrated logistics services with innovation and professionalism, driven by our experience in the logistics sector, always prioritizing customer satisfaction and service quality.

Mission

To become a leader in the Turkish logistics sector through continuous learning and development with our professional team.

Our Core Values

• Customer Orientation
• Continuous Learning and Development
• Employee Satisfaction
• Team Spirit
• Respect for Environment and Society
• Reliability
• Cooperation and Collaboration
• Accountability
• Sustainability

Quality Policy

We commit to:

• Identifying and meeting stakeholder needs and expectations,
• Aligning our quality goals with our company’s strategic direction,
• Achieving targeted outcomes of the Quality Management System,
• Integrating technology with our systems and processes,
• Offering superior solutions that exceed customer expectations,
• Enhancing employee performance through training and empowerment,
• Promoting proactive risk management in all operations,
• Protecting the environment and conserving natural resources,
• Ensuring compliance with all sectoral, national, and international laws and regulations,
• Encouraging continuous improvement.

Customer Feedback Policy

Customer satisfaction is our top priority. We aim to deliver our services reliably, on time, and in full compliance with all applicable laws and standards to achieve 100% customer satisfaction.

All requests, complaints, and suggestions from customers, employees, and stakeholders are recorded objectively. All data is analyzed and evaluated with transparency, and outcomes are shared clearly, with a commitment to continual improvement.

Submitting Feedback

Customers can share feedback through the following channels:

• Phone: +90 212 852 54 54
• Fax: +90 212 853 78 45
• Website Contact Page: www.frigonevnak.com
• Email: info@frigonevnak.com.tr
• Face-to-face or online meetings during visits
• Surveys by departments or external agencies

To expedite resolution, please include:

• Company and contact details
• Relevant Frigo Nevnak branch and department
• Shipment reference number (if applicable)
• Nature of the feedback: complaint, suggestion, inquiry, etc.
• Expectations regarding the outcome

Feedback Handling and Response

• Feedback received during business hours is registered within 24 hours; otherwise, on the next working day.
• An automatic confirmation is sent via email or other contact methods.
• Negative feedback is prioritized and evaluated by trained staff.

Priority Classification

High Priority:

• Accidents, injuries, fatalities, occupational health & safety risks
• Environmental damage
• Legal violations
• Business disruptions or customer loss
• Reputational damage
• Losses due to incorrect pricing

Medium Priority:

• Financial issues
• Operational disruptions
• Damages/losses to customer goods
• Contract breaches
• Delivery issues
• Communication gaps

Low Priority:

• Non-contractual requests
• Matters outside Frigo Nevnak’s scope
• Employee appearance
• Unsubstantiated claims
• Staff behavior issues

Response Time

• High priority: within 3 business days
• Medium priority: within 5 business days
• Low priority: within 7 business days

Feedback is closed upon customer acceptance. If unresolved and the customer does not pursue legal action within 1 year, the case is closed.

Feedback Review & Improvement

All feedback is evaluated for potential corrective or preventive actions. Customer Satisfaction Surveys help measure the effectiveness of the process.

No fees are charged for handling feedback, and personal data is never shared without explicit consent or legal requirement.

Processes are regularly audited, and insights are reviewed by top management to ensure continuous improvement.