INSEE Ecocycle has become the first waste management company in Sri Lanka to achieve ISO 10004:2018 certification, setting a new benchmark for customer satisfaction and service quality in the country’s waste management sector.
INSEE Ecocycle becomes Sri Lanka’s first waste management company to earn the certification
The certification recognises the company’s structured approach to monitoring and measuring customer satisfaction, managing feedback and continuously improving the quality of its services. It adds a new dimension to the company’s existing portfolio of internationally recognised management system certifications.
INSEE Ecocycle, a pioneer in sustainable waste management in Sri Lanka, said the achievement reflects its commitment to placing customers and stakeholders at the centre of its operations. The certification is also expected to strengthen accountability and trust in the company’s waste management solutions.
ISO 10004:2018 provides guidelines for organisations to establish effective processes for monitoring and measuring customer satisfaction. Rather than focusing only on the delivery of a service, the standard encourages organisations to understand customer expectations, assess satisfaction levels and use feedback as an input for continuous improvement.
For a company operating in the waste management industry, this approach has particular relevance. Waste management services require consistent coordination between service providers, businesses, communities and other stakeholders. Reliability, responsiveness and service quality can therefore play an important role in maintaining long-term relationships.
Commenting on the achievement, INSEE Ecocycle CEO Eng. Thusith Gunawarnasuriya said the certification demonstrates the company’s commitment to placing customers at the centre of everything it does. He said the achievement strengthens trust in the company’s services while supporting its vision of delivering sustainable waste management solutions that create long-term value for customers and stakeholders.
The certification also complements the company’s existing focus on environmental responsibility. Waste management is increasingly viewed as a critical component of sustainable development, particularly as businesses and communities seek more effective ways to reduce environmental impacts, improve resource efficiency and manage waste responsibly.
Through its operations, INSEE Ecocycle has positioned itself within this evolving landscape by focusing on sustainable waste management. The company’s latest certification indicates that customer experience and service accountability are being considered alongside environmental and operational performance.
The addition of ISO 10004:2018 expands an already extensive portfolio of internationally recognised certifications held by the company. INSEE Ecocycle currently holds ISO 14001 certification for Environmental Management Systems, ISO 45001 for Occupational Health and Safety Management Systems, ISO 9001 for Quality Management Systems and ISO 39001 for Road Traffic Safety Management Systems.
Each of these standards addresses a different aspect of organisational performance. ISO 14001 focuses on environmental management, while ISO 45001 addresses occupational health and safety. ISO 9001 provides a framework for quality management, and ISO 39001 focuses on road traffic safety.
The addition of ISO 10004:2018 therefore strengthens the customer-focused component of the company’s management systems. Together, the certifications provide a broader framework covering environmental performance, workplace safety, quality, road safety and customer satisfaction.
For the Sri Lankan waste management industry, becoming the first company in the sector to obtain the certification represents a notable development. It establishes a reference point for how customer feedback and satisfaction can be integrated into the management of essential environmental services.
Customer expectations are also evolving as organisations increasingly demand greater transparency, reliability and responsiveness from service providers. Companies operating in sectors such as waste management must consequently balance operational efficiency with the ability to understand and respond to stakeholder needs.
The new certification provides INSEE Ecocycle with a formal framework for this process. By monitoring and measuring customer satisfaction, the company can identify areas requiring attention and use feedback to support improvements in service delivery.
The achievement also aligns with the broader shift among businesses toward measurable standards and internationally recognised management practices. Certifications can provide organisations with structured systems for evaluating performance and demonstrating their commitment to established principles.
For customers and other stakeholders, the certification offers an additional indication that customer satisfaction is being addressed through a formal management framework rather than treated solely as an informal business objective.
As INSEE Ecocycle continues to develop its services, the ISO 10004:2018 certification adds to the company’s efforts to combine environmental responsibility with quality and stakeholder engagement. The milestone reinforces its position within Sri Lanka’s waste management sector while highlighting the growing importance of customer-centric service delivery.
The achievement ultimately represents more than another certification for the company. It signals an effort to integrate customer feedback, service measurement and continuous improvement into the wider management of waste management operations, supporting the company’s objective of creating sustainable long-term value.