Managing customer complaints
I am working in a communication company. I have 203 customers and the registered 90 complaints regarding service issues in the whole month. I like to know is it fine as per ISO standard or not as the daily complaints % is approximately 3%
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ISO 9001 DOCUMENTATION TOOLKIT
Step-by-step implementation for smaller companies.
Find out more 
ISO 9001 DOCUMENTATION TOOLKIT
Step-by-step implementation for smaller companies.
Find out more
ISO 9001 DOCUMENTATION TOOLKIT
Step-by-step implementation for smaller companies.
Find out more
ISO 9001:2015 is not about perfect organizations, it is about continual improvement. Receiving one, two, ten complaints is not in itself a non-conformity during a certification or surveillance audit. What is certainly a non-conformity is receiving a complaint and doing nothing. Neither respond nor analyze and after a trend analysis decide to implement improvements.
In the abstract, the number seems high. What I recommend is starting right away with improvement projects. Please check this free webinar on-demand - Measurement, analysis, and improvement according to ISO 9001:2015 - https://advisera.com/9001academy/webinar/measurement-analysis-and-improvement-according-to-iso-9001-2015-free-webinar/
You can find more information below:
- How to use root cause analysis to support corrective actions in your QMS - https://advisera.com/9001academy/blog/2016/03/01/how-to-use-root-cause-analysis-to-support-corrective-actions-in-your-qms/
- Free online training ISO 9001:2015 Foundations Course – https://advisera.com/training/iso-9001-foundations-course/
- Book – Discover ISO 9001:2015 Through Practical Examples – https://advisera.com/books/discover-iso-9001-2015-through-practical-examples/
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Dec 03, 2020