How to collect complaint data from customers

Silex7

Involved In Discussions
#1
Hello everyone,

As a part of my job as a Quality head management, I am having really difficulties in following up with customers when receiving a claim.
The issue is that when you ask your customer about information regarding his claim, in order to collect all possible information / Data , so that you could be able to trace and detect the root cause of his problem (which is not easy at all in case your customer is not fully cooperative ( or less aware)).

Our usual case , is that Sales department (through CS) contact the customer and ask for specific information, and it keeps going on emails between the two sides, till I receive the full information from Sales department about the customer claim, which I found it totally ineffective & time-wasted.

So, I thought to use a unified excel form, that will be having all needed information that we would need to ask our customers for, in case of receiving a claim, which will also ease the workflow of our claim information collection, but when I suggested this form to our Sales department, they told me that customer WILL NOT fill this form and they will ignore it, they usually just send the photo of the defect and that's.
So, I want to know your thoughts about this issue, how do you manage it in your way? how do you collect your data? and if I was able to spread this form, how do manage the customers to stick on it?

Thanks in advance
 
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Bev D

Heretical Statistician
Staff member
Super Moderator
#2
Making it more difficult for your Customer or process a claim that they are entitled to NEVER works.

My organization has all of our instrumentation fully connected to the internet. we get patient results, error codes, images and run logs. We KNOW when a product has a performance problem. We even have tons of data that can help us narrow down the list of potential causes but we can't get to cause until we can recreate the failure in house and perform the appropriate causal analyses. We've tried (in the old days) to have our Customers keep logs - they don't. we try to ask diagnostic questions on the phone - most aren't interested. We have a policy that our Customers shouldn't be helping us to solve our problems. The only thing that actually works is to recreate the failures in house. There is no magic, there is no shortcut, the answer isn't in the Customer data, it's in the parts. you have to get the parts back and/or use your own parts and operate them under Customer use conditions to recreate and diagnose the failure. I've worked in a lot of industries and I have found this to be a universal truth.
 

Sidney Vianna

Post Responsibly
Staff member
Admin
#3
Making it more difficult for your Customer or process a claim that they are entitled to NEVER works.
Exactly. You just make an annoyed and aggravated customer even more pissed off.
My organization has all of our instrumentation fully connected to the internet. we get patient results, error codes, images and run logs.
That's data nirvana. But not everyone can get around data privacy laws. I am sure your organization has found ways to make that private data transferable and secure, but not everyone would be able to do so, without HUGE legal exposure.
 

Mark Meer

Trusted Information Resource
#4
...My organization has all of our instrumentation fully connected to the internet. we get patient results, error codes, images and run logs. We KNOW when a product has a performance problem. ...
:topic:
Hi Bev, given you use the term "patient", I presume you are in the medical device sector?
Very curious: how do you deal with patient data confidentiality? We'd love to automatically collect usage data, but are very concerned about the potential legal ramifications. Do you have any links (or citations) to documentation / regulations that could offer some advice / guidance on how to implement automatic data collection from devices in the field that mitigates any legal liabilities?
 
#5
but when I suggested this form to our Sales department, they told me that customer WILL NOT fill this form and they will ignore it, they usually just send the photo of the defect and that's.
Is that what YOU asked them (the Sales people) to have the customer do? Or is it simply the "spin" the Sales people are putting on it? It is a rare case that Sales folks like to deal with the negativity of customer feedback might be stimulating this response. Of course, the customer won't want to fill out any forms. If the next thing is getting Sales folks to do it, then, no, they won't want to do that either.

As Bev says, the customer shouldn't be fault finding for you. I'd be taking a close look at the product verification and validation processes you have in place...
 

Mark Meer

Trusted Information Resource
#6
Making it more difficult for your Customer or process a claim that they are entitled to NEVER works.
... We've tried (in the old days) to have our Customers keep logs - they don't. we try to ask diagnostic questions on the phone - most aren't interested. We have a policy that our Customers shouldn't be helping us to solve our problems. ...
While I agree that burdening customers is unproductive, I do understand the challenge. In my experience it is often difficult to get even the most preliminary details from customers, so that a reasonable assessment can be made as to what actions are appropriate.
For example, we operate in the medical device sector, and for reportability purposes, we always want to ascertain: was anybody hurt, is there a probability that someone could have been harmed?
Frustratingly, even this basic information can be difficult to obtain (though, in fairness, often the person contacting us is not the person directly involved in the event e.g. it'll be a hospital administrator complaining on behalf of a clinician).
 

Bev D

Heretical Statistician
Staff member
Super Moderator
#8
That's data nirvana. But not everyone can get around data privacy laws. I am sure your organization has found ways to make that private data transferable and secure, but not everyone would be able to do so, without HUGE legal exposure.
well our patients are companion animals :) but yes we do have incredible security and the patient's "mom and dad" information is extremely secure.
 

Bev D

Heretical Statistician
Staff member
Super Moderator
#9
Hi Bev, given you use the term "patient", I presume you are in the medical device sector?
Very curious: how do you deal with patient data confidentiality? We'd love to automatically collect usage data, but are very concerned about the potential legal ramifications. Do you have any links (or citations) to documentation / regulations that could offer some advice / guidance on how to implement automatic data collection from devices in the field that mitigates any legal liabilities?
It's proprietary. It is a brave new world and you need to navigate it correctly and cautiously. we are extremely sensitive to privacy concerns about the data. My point in stating that we have tons of data is that even with that objective data we cant' solve product performance problems with it alone. we STILL need to bring to recreate the problem in house to diagnose it. data streams are not the answer. they are really only a signal that something is wrong.
 

Silex7

Involved In Discussions
#10
Making it more difficult for your Customer or process a claim that they are entitled to NEVER works.

My organization has all of our instrumentation fully connected to the internet. we get patient results, error codes, images and run logs. We KNOW when a product has a performance problem. We even have tons of data that can help us narrow down the list of potential causes but we can't get to cause until we can recreate the failure in house and perform the appropriate causal analyses. We've tried (in the old days) to have our Customers keep logs - they don't. we try to ask diagnostic questions on the phone - most aren't interested. We have a policy that our Customers shouldn't be helping us to solve our problems. The only thing that actually works is to recreate the failures in house. There is no magic, there is no shortcut, the answer isn't in the Customer data, it's in the parts. you have to get the parts back and/or use your own parts and operate them under Customer use conditions to recreate and diagnose the failure. I've worked in a lot of industries and I have found this to be a universal truth.
I understand your situation in your working firm, but this would highly depend on your production process and your manufacturing product , the situation in our industry is different, and customers should feedback with number of defects? lot number? defected color?..etc , these parameters are very important for our analysis, not saying we are asking them for help..rather we are ''more open to listen for needing to help'' , see the difference?.
Simply, if you were a Doctor and a patient came to you complaining from pain in his belly, wouldn't you ask him questions in order to recognize his pain? ..it's just similar.
 
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