Complaint Management Checklist
Covers complaint registration, escalation, response time, root cause analysis, resolution quality, customer closure, and repeat complaint tracking.
Sample Audit Programs
For the complete checklist, and scoring criteria download the file
1. Is every customer complaint logged in a central system at the point of receipt, regardless of channel (phone, email, in-person, social media)?;
2. Does each logged complaint capture sufficient detail (nature of issue, customer expectation, severity) to enable proper investigation?;
3. Is a defined escalation matrix in place, with complaints automatically routed to the appropriate level based on severity or ageing?;
4. Are critical or high-severity complaints (safety, legal, reputational) escalated to senior management within a defined timeframe?;
5. Is a target resolution time defined for each complaint category, with actual resolution time tracked against target?;
6. Are complaints exceeding the target resolution time flagged and reviewed for cause of delay?;
7. Is root cause analysis conducted for significant or recurring complaints, rather than addressing only the immediate symptom?;
8. Are corrective actions arising from root cause analysis tracked to completion, with evidence retained on file?;
9. Is the customer informed of the resolution outcome and given the opportunity to confirm satisfaction before the complaint is closed?;
10. Are complaints only marked as closed after customer confirmation, rather than being closed unilaterally by the dealership?;
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.