The complaint or complaint is a negative expression of customers, suppliers or other business partners.

Form of the complaint

Complaints can take place verbally (e.g. telephone) or in writing (e.g. E-Mail). Complaints can be arranged on

• the causing place
• Responsible person in the causing enterprise (superior, executive committee, revision)
• external places (e.g. commisioner for data protection)

Goals of the complaints

The complaint leader connects a concrete goal with his complaint usually:

• Correction of an error
• Revision of a decision
• Refunding of and damage
• Apology for as inadequately felt behavior

Beyond that complaints aim partly at systematic changes of the complaint receiver off:

• Changes of product
• Changes of process

Evaluation of complaints

Complaints can be from view of the complaint receiver justified or justified. "Unauthorized ones" complaints are often to be due to communication errors between customer and enterprise. In particular complaints over decisions (e.g. fee height) of the enterprise are noticed as unauthorized.

Often it is not certain at the time of the complaint whether at all an error arose and who carries for it the responsibility. In the exchange e.g. therefore not of complaints but of orders for investigation one speaks.

Use of complaints

Complaints and complaints from customers are

• an indication of the active interest of customer in the enterprise and its products
• a valuable feedback relative improvement potentials in the enterprise
• a chance, which Kundenbeziehung by a fast to strengthen adequate and obliging regulation.

Complaints and complaints of customers can represent an instrument on the one hand for measurement, on the other hand also for the increase of the customer satisfaction and are thus an important instrument in the quality management. A lack of sensitivity for the effect of customer complaints has negative consequences for an enterprise, which is however gladly underestimated by many enterprises. If for example customer complaints are not badly treated or, customers weight no longer, but change without comment the offerer (which of enterprises possibly as high customer satisfaction one misinterprets).

See also

• Complaint management, quality management, customer satisfaction, customer connection

Articles in category "Complaint (economics)"

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Related Websites

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• Faculty of Economics and Commerce : 13. Complaint resolution
  coloured square, University of Melbourne Logo, Faculty of Economics and Commerce : Guide to courses 13. Complaint resolution ...


• Faculty of Economics and Commerce : 13. Complaint resolution
  coloured square, University of Melbourne Logo, Faculty of Economics and Commerce : Guide to courses 13. Complaint resolution ...


• Faculty of Economics and Commerce : 13. Complaint resolution
  coloured square, University of Melbourne Logo, Faculty of Economics and Commerce : Guide to courses 13. Complaint resolution ...