Customer Complaint Management Checklist
Covers complaint registration, escalation matrix, resolution timeline, root cause, customer closure, repeat complaints, and management review.
Sample Audit Programs
For the complete checklist, and scoring criteria download the file
1. Is every customer complaint — regardless of channel (walk-in, phone, email, social media, OEM survey) — logged in a central system at point of receipt?;
2. Does the complaint log capture the nature of the issue, severity, and customer expectation alongside contact details?;
3. Is a documented escalation matrix in place, defining which complaint types and severity levels are routed to which management level?;
4. Are complaints involving safety, legal risk, or reputational exposure escalated to the Dealer Principal on the same day they are received?;
5. Is a target resolution time defined per complaint category, with actual resolution time tracked against target for every complaint?;
6. Are complaints exceeding the target resolution time flagged automatically or through a defined review process, not discovered only at management meetings?;
7. Is a root cause analysis conducted for all complaints above a defined severity threshold, rather than only addressing the immediate symptom?;
8. Are corrective actions arising from root cause analysis tracked to completion, with evidence retained that the action was implemented?;
9. Is the customer's confirmation of satisfaction obtained before the complaint is closed — not closed administratively on the dealership's own timeline?;
10. Are repeat complaints (same customer, same issue type) flagged and escalated to senior management review regardless of individual resolution status?;
Customizable Audit Programs to Suit Your Business Needs
Our flexible system allows you to create tailored question lists, group them into meaningful programs, and ensure compliance across various departments. Preview sample programs and question lists to understand how you can elevate your auditing process with ease.