Tracking Of and What Is a Customer Complaint?

[Marc]

Tracking Customer Complaints

You are auditing me. You ask if I track customer complaints. I say no. I say show me where it specifically says I have to track customer complaints.

What are you going to tell me?

 

[Cari Spears]

8.2.1 - Customer Satisfaction

As one of the measurements of the performance of the quality management system the organization shall monitor information relating to customer perception as to whether the organization has met customer requirements. The methods for obtaining and using this information shall be determined.

5.6.2 Review Input

The input to management review shall include information on
...
b) customer feedback
...

 

[Bill Ryan - 2007]

You are auditing me. You ask if I track customer complaints. I say no. I say show me where it specifically says I have to track customer complaints.

What are you going to tell me?

I'll give it a go.

Without scouring the standard, the closest I can come would be 8.3 under c) - Records of the nature of nonconformities and any subsequent actions taken, including concessions obtained, shall be maintained (See 4.2.4).

I take that to mean both internally, as well as, externally (customer complaints) detected nonconformances.

Bill

 

[Sidney Vianna]

Don't forget 7.2.3 c)

7.2.3 Customer communication
The organization shall determine and implement effective arrangements for communicating with customers in relation to
a) product information,
b) enquiries, contracts or order handling, including amendments, and
c) customer feedback, including customer complaints.

 

[RoxaneB]

8.2.1 - Customer Satisfaction

As one of the measurements of the performance of the quality management system the organization shall monitor information relating to customer perception as to whether the organization has met customer requirements. The methods for obtaining and using this information shall be determined.

But where does it state that the method(s) obtained and used MUST be Customer Complaints? The Organization might use surveys or phone conversations or trip reports or some other means.

I'd question the ability of the Organization to effectively deal with Customer Complaints and communicate the resolution back to the Customer...sounds like 7.2.3(c).

Is 8.3 just too obvious the answer? A Customer Complaint *is* Nonconforming Product at my Organization. "Records of the nature of nonconformities and any subsequent actions taken, include concessions obtained, shall be maintained."

Hey, Sidney, we posted rather closely...ya beat me by a few minutes!

 

[Cari Spears]

But where does it state that the method(s) obtained and used MUST be Customer Complaints? The Organization might use surveys or phone conversations or trip reports or some other means.

Customer complaints aren't really a method. They are information relating to the customer's perception as to whether the organization has met customer requirements. Positive feedback is the same thing.

Now, keeping a log of strictly customer complaints - that is a method of tracking (which I perceive as another word for monitoring in this context). This is the part that is up to us to decide.

 

[RoxaneB]

Customer complaints aren't really a method. They are information relating to the customer's perception as to whether the organization has met customer requirements. Positive feedback is the same thing.

Now, keeping a log of strictly customer complaints - that is a method of tracking (which I perceive as another word for monitoring in this context). This is the part that is up to us to decide.

Yes, tracking of Customer Complaints is, in my opinion, a method to monitor Customer Satisfaction and, if it was used, would probably address 8.2.1.

What I'm stating is that just because Marc's ficticious (???) company doesn't use that method, that doesn't mean they're not addressing 8.2.1. They could be using other methods like I stated in my earlier post and Marc has just omitted that information.

I feel like I'm back in my Auditor course again. Never assume. Never guess. Audit only on the facts. In this case, all we know is that they do not track Customer Complaints. We do NOT know if they use some other method to monitor Customer Satisfaction. Which is why I like 7.2.3(c) and 8.3.

Marc, what haven't you told us? Are there any other methods in place to track Customer Satisfaction? What process is followed when a Customer complains?

 

[Cari Spears]

That's not quite what I meant. Information relating to customer perception... encompasses positive and negative (complaints). This would include PPM, evaluation reports, etc. Not just complaints.

The method we use to monitor this information is up to us. Be it a log, surveys, phone calls, whatever. The point I was trying to make was that customer complaints are information relating to customer perception. They must be monitored somehow, along with the positive feedback.

 

[howste]

You are auditing me. You ask if I track customer complaints. I say no. I say show me where it specifically says I have to track customer complaints.

What are you going to tell me?

I suppose it depends on what you mean by "track." ISO 9001 doesn't say you have to "track" customer complaints. It says you have to
• 7.2.3c - effectively communicate with customers regarding complaints.
• 8.2.1 - monitor customer satisfaction (9000 says customer complaints are an indicator of low customer satisfaction).
• 8.5.2 - review customer complaints and evaluate the need for taking corrective action on them.

So, you must monitor, evaluate, and communicate with customers regarding them. When corrective actions are needed, records are required. When you put all this together, does that equal tracking?

 

[energy]

What I would say is Okay

You are auditing me. You ask if I track customer complaints. I say no. I say show me where it specifically says I have to track customer complaints.

What are you going to tell me?

I would say, "Okay....You show me your documentation regarding Customer Complaints. I'll decide if it's sufficient to meet the requirements."