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Can anyone assist me with a customer complaint trend analysis document

customer complaint trend analysis customer complaints trends

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#1 gugulethu

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Posted 11 December 2019 - 07:23 AM

Can anyone assist me with a customer complaint trend analysis document?It has come up in an audit that customer complaints trend analysis is not implemented. I am not sure on how to respond to the question and what CAPA to implement. Kindly advise.Thanks



#2 mgourley

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Posted 11 December 2019 - 11:33 AM

I suppose it all depends on how you document your customer complaints.

Using Excel and standard terms for the particular complaint would make it fairly simple to then create Pivot Tables/Charts from your complaint data.

 

See the attachments for a suggested format for your Excel Worksheet and an example of one of the resultant charts.

 

Marshall

 

Attached Files



#3 Hank Major

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Posted 11 December 2019 - 08:33 PM

Basically, the questions are; are the number of legit complaints increasing over time?  If so, why?  And what can be done to reverse the trend?







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