Customer complaints can be divided in directly related to the product and complaints that are non product related.
Product related means that the product that is not conform the specification.
Non product related complaints are about delivery times, invoices, clerical errors, etc.
For product related complaints every complaint that is brought to our attention by a customer is registered. Product related complaints that are not justified are used as a source of information.
For non product related complaints we are in a process of making the complaint handling more efficient and somebody came up with the idea of only registering complaints that are justified.
My believe is that you loose valuable information if you sieve out the not justified complaints.
Please share your opinions with me.
Have a nice day, Okido
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