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3 Best Practices to Track Customer Complaints

 

Tracking customer complaints is one of the most crucial aspects of business management. However, multiple customer feedback channels and inefficient or disjointed complaint procedures can make tracking your clients’ complaints an incredibly challenging endeavour.

But with your customers forming an integral part of your venture’s asset and their satisfaction at stake, tracking their complaints is imperative. Our comprehensive guide will help you formulate an outstanding complaint tracking system.

 

 

 

Part 1
Tracking Customer Complaints Meaning

Tracking customer complaints is the process of capturing all negative feedback regarding your organization’s services or products. While there is a misconception that this critical endeavor exclusively revolves around negative comments, a typical criticism monitoring system highlights both complaints and compliments.

This procedure requires a human touch, especially during analysis. For this reason, in addition to your computerized tracking system, a customized complaint record form is indispensable.

ProsperForms – software for tracking customer complaints.
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Part 2
Benefits of Tracking Customer Complaints

There are many reasons to consider integrating this system in your venture. First and foremost, it helps pinpoint possible glitches with your commodities and work team. This triggers further investigations which provide an opportunity to identify the actual hitch spots, thus helping avoid future complaints.

The purpose of tracking customer complaints is to enhance analysis, which is a major tool in improving your business’s overall quality and subsequently boosting client satisfaction.

To understand how well your venture is responding to customers’ interests, constructive criticism should always be taken positively. Although negative feedback is discouraging, devising an excellent customer complaint tracking technique guarantees dozens of benefits, including:

  • Helps improve existing processes
  • Allows you to determine the exact format in which complaints should be filed, thus enhancing analyses
  • Gives you an intuitive understanding of how your team is handling complaints
  • Acts as an early warning system against serious business problems
  • Enhances in-depth complaint analysis, thus enabling you to identify the root cause of the problem
  • Improves customer communication and understanding
  • Helps discover hidden client complaints

Part 3
How to Track Customer Complaints

Regardless of the size of your business, to keep your venture afloat, ensuring customer satisfaction is paramount. Any kind of frustration can make your business lose even the most loyal customers. But since everyone (including your customers) understands that business errors are inevitable, tracking and streamlining complaints is the only feasible solution. Depending on your specific requirements, there are many methods of monitoring customer complaints.

ProsperForms — receive reports from your team members on autopilot. 100+ forms available: reports, logbooks, requests, etc. or build your own. View and manage data on Timeline and Dashboard screens, generate consolidated PDF reports. Get Started

In most scenarios, organizations are employing computerized systems to track complaints.

However, for small-scale ventures with limited budgets, there are dozens of basic yet highly reliable programs to track customer complaints. Some of the most economical strategies include:

  • Free Status Platform customer complaint tracking applets
  • Live chat systems
  • Trouble ticket programs
  • Customer relationship management systems
  • Social media forums

An ideal template should enhance your visibility into your workflow and provide you with clear insights into key issues like:

  • The frequency of a specific complaint
  • The pattern of a specific complaint
  • How the complaint was previously handled

ProsperForms – software for tracking customer complaints.
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Part 4
Sample Customer Complaints Record Form

To help you develop this superb document, here is a detailed sample form to benchmark from:

complaint log

Part 5
Essential Tips to Consider When Designing a Customer Complaint Sample Form

Just like most business documents, your form should be comprehensive. It should capture vital details like:

  • Date the complaint was filed
  • Precise outline of the problem
  • Name of the employee tasked with handling the case
  • Pledges made to the complainer, especially if the issue was not resolved

Over time, most databases become loaded with thousands of records, so it is vital to allocate a complaint number to each case for easier retrieval.

ProsperForms — receive reports from your team members on autopilot. 100+ forms available: reports, logbooks, requests, etc. or build your own. View and manage data on Timeline and Dashboard screens, generate consolidated PDF reports. Get Started

Part 6
Best Complaint Tracking Practices to Guarantee Ultimate Customer Satisfaction

If you want to track your customers’ compaints like a professional and guarantee satisfaction, here are some of the best practices to observe.

  1. Consider integrating excellent complaint follow-up procedures
  2.  Develop a culture of promptly responding to complaints
  3.  Keep an open mind when listening to customer complaints

Tracking customer complaints is an essential business management process that gives you insights into a client’s world, enabling you to visualize and understand their frustrations. This helps improve the quality of your services and goods, therefore enhancing customer satisfaction.

ProsperForms – software for tracking customer complaints.
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customer feedback log customer requests

Edit and use this template

 

customer information management

Edit and use this template

 

issue log

Edit and use this template

 

ProsperForms — receive reports from your team members on autopilot. 100+ forms available: reports, logbooks, requests, etc. or build your own. View and manage data on Timeline and Dashboard screens, generate consolidated PDF reports. Get Started

supplier information management

Edit and use this template

 

vendor information management

Edit and use this template

 

general log

Edit and use this template

 

ProsperForms – software for tracking customer complaints.
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Part 4

ProsperForms is a cloud solution to dramatically reduce the time you spend creating reports

  1. Make reporting easier with auto-fill: Fields such as date, name, report type, and formatting are inserted automatically by software.
  2. Consolidate reports automatically: Reports created by your team members can be consolidated easily.
  3. Save time with auto-layout: No need to spend hours in Word or Excel perfecting the report’s layout because it exports your updates into a beautifully crafted file with a couple of clicks.
  4. Peace of mind with auto-reminders: No one forgets to submit their reports because ProsperForms automatically sends timely reminders according to the schedule you chose.
  5. Decrease time and effort spent on monthly, quarterly, and yearly reporting thanks to powerful filtering and export features.
  6. Quick sharing: Reports can be either - exported to files and printed, or sent by email; - shared with the manager online (in real time); - optionally shared online as team-wide status reports, i.e., all team members share their progress with each other to spend less time on meetings.

How to configure reports on ProsperForms:

Step 1:
  • Choose a form (100+ forms available) — customize our preset forms or easily create a new form in minutes.
  • Setup reminders if you want your team members to receive automatic reminders when their reports are due.
  • Configure who will submit reports by choosing the “Participants” tab.
Step 2: Click the "Open Submission Form" button to fill in and submit the report. Data such as the report type, date and name will be added automatically. As soon as a new report is added, participants with “View” rights can view it in real time.

Step 3 (Optional): Generate a report and export it to PDF. (Skip this step if you share status reports online and don’t print them.)

Click “Generate Report”.

Done!  

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