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The only AI-powered Middle Office Platform that unifies PLM, QMS, EHS, and SRM into a single, intelligent solution
Product Lifecycle Management
Enable cross-functional collaboration and accelerate your product lifecycle with a cloud-based platform for innovation
Design Process and Quality System Development Tools in Product Lifecycle
Design Quality
Get full visibility over your product design processes and make collaboration easy to get your products to market faster, compliantly
Design Quality: Connecting Design to Documentation
Complaints Management
Transform customer complaints to valuable sources of insights for continuous improvement through smart automations and integrated regulatory reporting
Challenges with Triage and Investigation in Complaints Management Process
Document and Learning Management
Say goodbye to paper! Modernize your processes with connected document, training, and change management
Manufacturing Challenges and Industry Trends Towards Digital Transformation
Quality Management
Transform quality into an enabler: boost efficiency, increase satisfaction, and trim costs with a fully connected, AI-powered quality management solution
Frost Radar for Quality Management Systems Names ComplianceQuest Leader
Risk Management
Enable risk-based thinking throughout your quality processes with a fully integrated risk management solution
Automation of the Risk Management Lifecycle with AI and Analytics
Supplier Management
Increase supplier performance, reduce costs, and streamline your supply chain with integrated supplier quality and collaboration tools
The Ultimate Guide to Next-Generation Supplier Management [e-Book]
Safety Management
Identify and minimize safety events. Prevent accidents, safeguard workers, and ensure their well-being and health
Safety Essentials: Key ‘Must-have’ Components for Safety Management at Any Enterprise
Environment and Sustainability
Proactively and accurately monitor and measure your company’s impact on the environment to improve performance and reach your environmental and sustainability targets
Environmental & Sustainability Management
Electronic and Automated Approach to Audit Management
Managing the Tools of the Trade
Manage Operational Risk Tracking, Evaluation, Mitigation and monitoring
Leveraging CAPA for Continuous Improvement
Ensure your laboratory is compliant with systematic and efficient laboratory investigations
Incident Reporting and Management
Organization, Collaboration and Governance for Efficient Changes
Conduct smart management review meetings with a tower of data to improve your quality and safety systems
Gain 360 degree vision into enterprise wide Safety risks
Enhance Safety and Compliance with Smarter Chemical Management
Ensuring Quality across Departments & Locations
Partner With Suppliers And Vendors To Improve Quality And Safety
Create Loyalty by Addressing Customer Complaints Smartly
Bring Consistency to Permit Practices
Make it easy for your people to manage, track and analyze environmental and sustainability metrics
Bring higher quality products to market quicker with design controls, projects & DHF
Streamline Permit Management and Ensure Compliance
When Learning Propels Organizational Growth
Improve efficiency, productivity, and compliance with a solution designed for today's diverse workforce learning styles
Strategically manage the complete lifecycle of your product
Efficient Waste Management for Compliance & Sustainability
Relevant Information within reach - Always.
Assuring Quality Products and Services
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ComplianceQuest covers the whole spectrum of customers, industries and regions across the world. Whether it is a small, medium or enterprise sized manufacturer, companies choose ComplianceQuest for its end-to-end Product Lifecycle, Quality, Safety and Supplier Management Solutions.
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Leveraging AI to Create a Safer Workplace Environment
Why an EHS Solution Built on Salesforce Works Better Than One Built on AWS or Azure
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Humans: The Real Superheroes of Artificial Intelligence (AI) in Quality Management
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ComplianceQuest Medical Devices QMS Success Stories eBook
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Complaint Handling Process for MedTech and Life Science Companies
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Aphria (now Tilray) CIO talks about their implementation of ComplianceQuest, Rootstock and Salesforce
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Data-driven Safety – Strategic Resources for Monitoring of Key Performance Indicators
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American Society on Quality World Conference on Quality and Improvement
04 May, 2025
Denver, CO
About
About ComplianceQuest
Transform to a fully connected business with a next-generation AI-powered Product Lifecycle, Quality, Safety, and Supplier management platform, built on Salesforce.
Our connected suite of solutions helps businesses of all sizes increase product, quality, safety, and supplier as they bring their products from concept to customer success.
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Seamless Management of Customer Complaints – From Intake to Resolution
A Model for Customer Complaint Management System: Delivering exceptional consumer and customer support by reducing customer complaints effectively Turn customer complaints into positive opportunities and increase customer satisfaction
Customer complaints refer to when a business does not deliver on its commitment and does not meet customer expectations in terms of the product or services. The vital aspect of every business is its clients. For greater success, businesses need more satisfied clients. And the best way to obtain new clients and maintain the existing ones is by providing them with satisfactory service.
But how to understand whether your customers are happy or unhappy? Consumer or Customer complaint emphasizes a problem that might be related to an organization’s product, employees or internal processes, and by hearing these problems directly from customers, an organization can investigate and improve to avoid additional complaints in the future.
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Customer complaints are a valuable source of feedback for any business, highlighting areas where improvements are necessary. Understanding these common reasons can help businesses address issues proactively, enhancing customer satisfaction and loyalty.
Poor Product or Service Quality
One of the primary reasons for consumer and customer complaints is the quality of the product or service. If a product does not meet the customer’s expectations or if a service is subpar, customers are likely to voice their dissatisfaction. Quality issues can range from defects and malfunctions to overall performance not aligning with advertised claims.
Long Wait Times
Customers expect prompt service, whether it's in-store, online, or over the phone. Long wait times can be frustrating and often lead to complaints. This issue is particularly prevalent in customer service centers where high call volumes can result in extended hold times, or in retail environments where long queues can deter consumers and customers.
Inconsistent Information
When customers receive conflicting information from different representatives or channels, it creates confusion and frustration. Inconsistent information can relate to product details, pricing, return policies, or service procedures. Ensuring that all customer-facing employees are well-informed and that information is standardized across all channels is crucial.
Inconvenient Customer Service Hours
Customers today expect 24/7 availability or at least flexible service hours that accommodate their schedules. Limited or inconvenient customer service hours can lead to complaints, especially for businesses that operate across multiple time zones or serve a global customer base.
Lack of Omnichannel Support
Modern customers interact with businesses through various channels—phone, email, chat, social media, and more. A lack of seamless omnichannel support can result in a fragmented customer experience. Customers expect to switch between channels effortlessly without having to repeat their issues or wait for long periods.
Unsupportive Agents
Customer service representatives who are not empathetic, knowledgeable, or helpful can exacerbate a customer’s frustration. Unsupportive agents can make customers feel undervalued and unheard, leading to a negative perception of the company.
Poor Customer Service
In general, poor customer service encompasses many of the issues mentioned above but also includes a lack of professionalism, rudeness, or an unhelpful attitude from customer service representatives. Excellent customer service is critical to resolving complaints and retaining customers.
Lack of Follow-Up
Failure to follow up on customer issues or complaints can make customers feel neglected and unimportant. Proper follow-up ensures that the customer feels their concerns are being taken seriously and that the business is committed to resolving the issue.
Inadequate Communication
Clear and timely communication is essential in managing customer expectations and resolving issues. Inadequate communication, such as delays in responses, lack of updates, or unclear explanations, can lead to misunderstandings and increased frustration.
Availability of Items
Out-of-stock items or limited availability can disappoint customers, especially if they have already made plans based on the availability of those items. Regularly updating inventory and providing accurate stock information can help manage customer expectations and reduce complaints.
Addressing these common reasons for customer complaints can significantly improve customer satisfaction and loyalty. Businesses should focus on enhancing product quality, reducing wait times, providing consistent information, ensuring convenient service hours, offering omnichannel support, training supportive agents, improving overall customer service, ensuring timely follow-ups, maintaining clear communication, and managing inventory effectively.
According to a study conducted by the University of Florida, there are five identified types of customer complaints including:
Analytics is used to categorize, track, and handle customer complaints and uncover insights.
Here are some points on how to better analyze customer complaints and use them to drive more business:
Analyze all customer feedback: It is important to analyze all the feedback that an organization gets because some feedback gives remarkable details that could potentially be a major breakthrough for your business.
Categorize each feedback: Sorting feedback into categories provides a larger picture of how customers view your business and services and can help to highlight the less noticeable elements of your business operations.
Identify the root causes: Customer feedback will help an organization to understand what is driving customer loyalty by analyzing the root causes. To achieve this, it is necessary to have a management system to qualify feedback and search through potentially large amounts of data that will help identify root causes of issues.
Consolidate results and determine a plan of action: Once an organization understands the feedback results, it is time to fabricate a feasible and effective plan of action to address the issues.
Alert the right teams within your organization: After collecting all feedback, it is important to share it with the customer service and support teams for resolution.
After receiving a customer complaint and solving the problem in order to retain that customer, an organization must use this five-step process for handling customer complaints.
Step 1: Always ask the right questions
Asking the right questions helps you get to the root of the complaint, investigate if there’s a way to resolve the issue, and determine if the complaint contains useful feedback.
Step 2: Find out the type of customer an organization is dealing with
There are different persona types of customers, each motivated by different needs, beliefs, attitudes, and different customers present different complex mixtures of motivations and behaviors. So, being aware of the different customer persona types can help you respond most appropriately to the person you are assisting.
Step 3: Respond to the customer immediately
Customer complaints can be resolved if an immediate response goes to the unhappy customer.
Step 4: Present a quick solution, and verify that the problem is solved
After identifying the root cause of the customer’s complaint, an organization should find a solution and resolve the issue. It is also crucial to verify whether the solution solves the problem.
Step 5: Log the complaint to track trends
It is important for an organization to have a system to track high-volume complaints so that they can capture them, monitor how often they are hearing recurring concerns, and use this information to find long-term solutions to prevent a recurrence.
Customer Success
Every business strives to improve customer satisfaction and delight but sometimes may be unable to. Customer complaints are also quite valuable and it can be a game-changer for business because of:
Our company has been using this CQ product for our QMS beginning with January 2018. I couldn’t be more pleased with the support we have received developing and rolling out the Complaint Management tool with both internal and external customers.Thanks Lee and Prashanth!
Brian Banerdt,Global Director of QHSE
ComplianceQuest’s customer complaint management system ensures companies have complete control over how customer complaints are collected, recorded, reported, and tracked in compliance with industry guidelines and regulations.
Here are some key factors of ComplianceQuest’s customer complaint management system:
In today’s fast-paced business environment, resolving customer complaints efficiently and effectively is paramount. ComplianceQuest leverages cutting-edge technology to enhance complaint resolution techniques. Our customer complaint management solution incorporates smart automation and artificial intelligence to identify, categorize, and resolve complaints rapidly. This system not only speeds up the resolution process but also ensures accuracy and consistency in handling customer grievances.
Effective complaint management is not just about resolving issues but also tracking and reporting them accurately. ComplianceQuest’s solution offers comprehensive tools for complaint tracking and reporting, enabling businesses to monitor complaint statuses and trends in real-time.
Integrating technology into complaint management transforms how businesses interact with their customers and manage internal processes. ComplianceQuest's customer complaint management system is designed to harness the power of technology to streamline every aspect of complaint management.
To further refine our approach and keep pace with the digital era, ComplianceQuest continually integrates advanced technologies such as machine learning and predictive analytics into our complaint management systems. These technologies not only improve the efficiency of complaint handling but also enhance customer experience by providing swift, accurate, and personalized responses.
By incorporating sophisticated complaint resolution techniques, robust tracking and reporting capabilities, and advanced technology, ComplianceQuest remains at the forefront of complaint management solutions. Our systems are designed to not only meet but exceed customer expectations, ensuring that every complaint is an opportunity for improvement and customer engagement.
Checklist | November 14th, 2022
Requirements for Complaint Handling Procedure
Utilizing Complaints Data Towards Organizational Betterment
Efficient Complaints Handling for Medtech and Life Science with 5 Foolproof Checklists
Checklist | December 27th, 2022
Customer complaints are a part of the business and a chance to learn and do better. The quality team can take some proactive actions to respond to customer complaints and increase customer satisfaction. Customer complaint can be handled in many ways including:
Avoid providing defective products to the customer: Defective products lead to incurring more costs and reputation damage
Don’t let your suppliers dictate your quality: An organization should set a standard with their suppliers and hold them to it. Often, manufacturing quality teams have developed raw material specifications for their suppliers, but they don’t audit them. So, it is better to find a supplier who is willing to work together than lose a crucial customer.
Educate your customers about your products: An organization should help the customer understand how to use the product because sometimes customers complain as they don’t know how to use it. So, they should note common issues and update product instructions to embrace preventative measures.
Think about quality from a customer’s perspective: An organization should anticipate the customer’s needs that will go a long way towards benefitting your customers and your company.
The difference between keeping a customer or losing one is the way an organization handles a complaint. So, on receiving a customer complaint, the organization should listen to what the customer has to say, then apologize for the inconvenience, find a solution and follow up with customers to see if they are happy with the way the team concerned is handling it. This will result in creating more loyal customers, improving your product and delivering a better quality of customer service.
The best way to submit a customer complaint is through a structured complaint management system that ensures quick resolution. Provide clear details about the issue, supporting documents if needed, and submit through the company's designated channels like online forms, email, or customer support.
Customer complaints provide valuable benefits by helping businesses improve products, services, and customer experience. Addressing complaints effectively enhances customer trust, brand reputation, and long-term loyalty.
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