Why its important to implement
Ensures complaints drive process improvement and staff training. Prevents repeated problems through systematic analysis and provides data-driven solutions.
Continuous Analysis
The complaints record should be reviewed and analysed regularly to see what problems are occurring in the shop and make sure they are not repeated.
Process Improvement
It is very important that the business has a customer complaint record to ensure that any complaints are not just handled immediately but also used to help the business to see where its processes are breaking down and what staff need more training so that the same problems don't happen repeatedly.
Data Source Diversity
This complaint record should come from two sources, customer follow up activity after the vehicle has been delivered to the customer but importantly at the time of pick. It is common for the customer to immediately see anything they may not be happy with immediately when picking up the vehicle, this causes the shop to fix the problem to fix the problem immediately without recording the problems.
Business Impact
Profit: Enhanced by resolving quality issues. Throughput: Improved through process optimization. Cycle Time: Reduced via problem resolution. Idle Time: Decreased through fewer reworks. Customer Satisfaction: Significantly improved through issue prevention.
Customer Satisfaction
If the business does not measure itself against customer complaints then similar problems will happen for many customers and they will look for another work provider.
Profit
By allowing ongoing quality issues to go on unresolved the business will not improve its profitability.
action steps
Create complaint recording system with job/staff tracking, implement analysis procedures for targeted training, establish regular data review process, strong enforcement warnings.
Complaint System Enforcement
Strong internal warnings if policy not followed once established.
Complaint Data Analysis
Business must regularly analyse the data coming from this register.
Complaint Analysis System
This register will highlight where problems are coming from and who is causing them, this way training can be carried out for repeated problems for certain staff and blame will be based on fact and not 'feelings'.
Complaint Recording System
Set up a complaints recording system that analyses the job number, staff member and each department in the process of repair and assign the complaint to the departments that caused the problem.
Related tasks
Milestone:
01: Elevate Your Customer Experience