How successful a product or service is over time depends a great deal on customer satisfaction. Having a streamlined, uniform mechanism in place for your company to collect and process customer complaints will help you monitor and improve customer satisfaction rates. Using the customer complaint system to collect data can help you improve product performance and product safety. These will increase the value of the product or service to your customers and to your company.
In addition to cataloging and consolidating customer complaints for data and customer satisfaction improvement reasons, if there are ways the safety of your product can be improved, you will be in a better position to determine that, and to fix whatever potential dangers there are in the product. The customer complaint management system can be the basis for investigations into product failures and can track any corrective and preventive actions taken as a result.
Getting the time from initial customer complaint through resolution to be as short as possible meets more than one important goal. It helps eliminate any potential safety problems faster. It helps extend the product life on the market. And, it helps improve customer satisfaction. Implementation of complaint management software is one of the best ways to reduce this time period.