This template provides details of brand product defects being escalated through customer complaints. It contains insights designed and developed for the Customer Service Manager and VP-Customer Support to know what are the common concerns related to the performance of each brand. These insights are based on the complaint volume, resolution time, and complaint backlogs raised by defect categories such as Product, Logistics, and Availability. Also, anomalies related to product defects related to a particular production plant are highlighted in this report. These details can help managers effectively prioritize complaints and escalate product defects that need to be fixed urgently.

Intended audience: The Complaint Management Defect-wise report is meant for the Customer Service Manager and VP-Customer Support.

Focus metrics: Defect Cause-Complaint Volume, Resolution Rate, Reopen Rate, Average Resolution Time, Complaint Backlog, Carried Forward Tickets

When to use: This template can be used to track the distribution of complaints by the defect cause and discover trends driving complaints raised across brands.

The template supports visual dashboards with relevant analytics written in natural-language summaries to provide data-driven insights for your team. 

To use this template, simply download it, connect/upload your data to the dashboard, and run the report. Start by exploring our auto-generated business analytics and create a report effortlessly in a matter of minutes. The template gives you the flexibility to customize and add comments, analysis, and insights as per your needs if required.