Customer Satisfaction. ISO 10002

At Fraternidad-Muprespa we want to be close to our clients, understand their needs and be with them in the moments they need us most.

In 2011 we created the figure of the Mutual Member Ombudsman to, in the best possible way, attend to and respond to possible complaints and claims that our clients may raise.

After a long journey and experience, our commitment remains clear, and proof of this is the implementation and certification of a Management System in accordance with the ISO 10002:2018 Customer Satisfaction Standard. Guidelines for handling complaints in organizations.

With this step we try to:

• Continue betting on continuous improvement,
• Ensure our effectiveness in the treatment of complaints and claims,
• Develop the necessary actions to anticipate problems, thus addressing the possible reasons for complaints.

And of course, facilitate the communication channel, approaching the complainants, informing them at all times and guaranteeing the response in the shortest possible time once the information has been analyzed.