Customer Complaint Log
What is a Complaint Log?
Maintaining a complaint log is vital for an organization which wants to learn from its mistakes, and refrain from re-inventing the wheel each time it encounters a known (but forgotten) incident. A customer complaint log records all of the past complaints made by the external and internal regarding any incidents which have to do with the organizations IT services.
Customer Complaint Log Template
Template consists of the following information – Which team owns it and uses it (Division > Team), who updated it last and when it was last updated.
The reference number of the complaint record, which is a unique reference number. If the log is on a shared folder or SharePoint site, then clicking on the number will open up the full complaint record thus allowing the service desk to review the entire complaint from start to finish
The keywords of the complaint, which is basically the summary of the entire complaint into a few keywords (between one and three usually). For example: SharePoint, Upload, Full Memory to describe an issue a customer had while trying to upload a file to the SharePoint site and failing due to the fact that the site reached its capacity
When the complaint was received: date and time. This will help in sorting the log, last entry should appear at the top (Z to A)
When the complaint was resolved to the satisfaction of the complainer. This can aide in understanding the required number of days to resolve certain incidents, and calculate which ones exceeded their SLA (Service Level Agreement)
Comments: Free text where the owner of the incident can write any and all best practices, suggestions and tips for future use and reference.