Track customer complaints systematically enabling trend analysis and quality improvement.
Complaint ID | Customer ID | Date Received | Product / Version | Source | Description | Impact on Performance / Safety | Resolution Process | Action Taken | Date Closed |
---|---|---|---|---|---|---|---|---|---|
CT0001 | CS0001 | 2024-03-15 | GlucoTrack v2.1 | Email complaint | App crashes when entering glucose values above 400 mg/dL | Yes - prevents critical high glucose documentation | SOP Software Problem Resolution | Bug fix implemented in v2.1.1, user notified of update | 2024-03-18 |
CT0002 | CS0002 | 2024-03-20 | GlucoTrack v2.1 | App store review | Insulin calculator provides incorrect dosing recommendations | Yes - potential for medication errors | SOP CAPA | CAPA-2024-001 initiated, algorithm validation required | 2024-03-21 |
CT0003 | CS0003 | 2024-03-25 | GlucoTrack v2.1 | Customer support | Cannot sync data with doctor’s system | Yes - affects clinical decision support | SOP Change Management | CR-2024-005 submitted for API compatibility update | 2024-03-26 |
CT0004 | CS0004 | 2024-04-02 | GlucoTrack v2.1 | Social media | Prefers different color scheme for charts | No - user preference only | Recorded for future improvements | Feedback documented for next version planning | 2024-04-02 |
What types of feedback should be recorded in the complaint log?
How should we manage customer feedback versus actual complaints?
How can we handle increased complaint volume effectively?
What resolution processes should we use for different complaint types?
How should complaints be logged and categorized for regulatory compliance?
When do complaints require immediate regulatory reporting?