In my opinion, based on what I was taught, yes, part of it is a polite way to say customer complaints (thought I thought the PC term for that was "Customer Concerns"
). But it can also encompass how an organization uses ANY feedback from the customer, formal or informal, for continual improvement, through either CAs or PAs.
Keep in mind, Gokats, you're not REQUIRED to use "Post Sales Customer Feedback", or anything else for that matter, as a COP. Nor are you REQUIRED to use turtle diagrams (and I say that even though I personally am a big fan of them). Just ID the processes that make up your business, especially those that involve direct contact with the customer, focus on product realization processes and you'll do well. If you find the automotive process approach hepful in doing so, wonderful. If you don't feel it's value-added and you've got another way to do it, wonderful. Don't try to force-fit the suggested COPs on your organization, that is NOT the intent, and it will likely mess you up.