Customer complaint analysis report
Customer complaint analysis is data analysis of collected feedback from customer to determine & define priority for the improvement in segment where most complaints are registered.
The purpose of the customer complaints analysis is improvement in services, product quality by collecting the information, suggestions, comments and complaint and analysis the information on the major factors are base measurements to analysis the information for the customer satisfaction ratio, the customer satisfaction level enhancement and improvement in product and services quality customer complaint analysis are conducted. Generally all the collected data are used for analysis, in the analysis some major factors and measurements are considered for analysis, during the analysis any measurement is identified higher, those information is used for improvement in segment which most complaints are raised.
The customer complaint feedback is conducted by marketing team as well as analysis of each complaints are also conducted, in case any query raised for the production or any other issues that marketing team is information to concern department for the improvement in particular complaint compliance, overall customer complaint concern all the responsible is marketing department and all documentations, records and communications conducted by marketing. Customer complaints are collected by customer feedback from and individual customer complaint analysis is conducted by customer complaint analysis report, see picture below for reference of the customer complaint analysis report:
Customer complaint analysis is full individual order wise analysis is conducted which all customer delivered order wise analysis is conducted or taken particular complaint in order are manage for the analysis, in the customer complaint analysis format deep analysis where internal lot / batch / part number is consider and on tracking and monitoring records are observe for the find out root cause of the defect / subject which customer complaint raised.
When the customer complaint is raised that customer complaint analysis report is conducted by marketing department and send to quality control for the further analysis, internal quality control department consider the customer’s quality reviewed to taken in center for the re-inspection of the material to ensure quality issues is raised by customer end or its already defected product, quality control also reviewed after the re-inspection on the complaint lot/ batch for the further observations and decisions. Quality control also considers the quality inspected and types of the defects are identified during the inspection.
Marketing department is describe the problems are given by customer in the customer analysis report to find the root cause of the defect and there are also segregate inventory condition as on base of the customer complaint raised, marketing team immediate stop the production if the same or part of material in transit at production lines.
Inventory condition or identification, segregation of particular lot/ batch / job for the producing material for customers are consider on base of the job order defined by marketing team against customer purchase order, marketing team is check the balance of the material will be on hold, marketing check delivered material & in transit quantity of the job order, and also check the schedule of the material will be also hold temporary until solution is not conformed by quality department, quality department is conduct in-process material re-inspection specially consider defects identified, after conformation of defects is legit issues by raised by customer then immediate actions are conducted to eliminate defects by modification of the process, extra process implement or raw material change etc.
Root cause is basic requirement of any complaint that required to find out cause of the defect by root cause analysis, in root cause analysis real cause or primary cause is identified and immediate corrective actions and preventive actions is implemented, same is all the concern report is provided to customer for verification, after approval of customer complaint is closed by marketing team.
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