2 replies to this topic

[gugulethu]

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

[mgourley]

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

•  Sample Workbook.xlsx   9.06KB   317 downloads
•  Sample Chart.xlsx   15.18KB   312 downloads

[Hank Major]

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?