Complaint Management Checklist
Covers complaint registration, escalation, response time, root cause analysis, resolution quality, customer closure, and repeat complaint tracking.
Ejemplos de programas de auditoría
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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?;
Programas de auditoría personalizables que se adaptan alas necesidades de tuempresa
Nuestro sistema flexible te permite crear listas de preguntas personalizadas, agruparlas en programas bien definidos y garantizar el cumplimiento normativo en los distintos departamentos. Echa un vistazo a los ejemplos de programas y listas de preguntas para descubrir cómo puedes mejorar tu proceso de auditoría con facilidad.