Audit template in the LeanSuite app
Last reviewed
Customer complaint handling audit checklist
Audit how customer complaints are received, investigated and closed.
The full question list
The 9 questions in the audit
Every question is answered Yes, No or N/A. Each No is flagged and asks for a photo and a comment, so the finding arrives with its evidence.
Receipt
- 1Complaints are logged with date, customer, product and description
- 2Each complaint has a unique number and an owner
- 3The customer was acknowledged within the target time
Investigation
- 4Containment actions were taken quickly
- 5Root cause analysis was done and documented
- 6Corrective action addresses the root cause
Closure
- 7The customer got a response within the agreed time
- 8Actions are closed and the effectiveness was checked
- 9Trends and repeat complaints are reviewed
When to use it
- When it is due on your audit programme, or after a change or a problem.
- An auditor or leader answers each question from what they see, hear and read in the area.
- Each record starts with: Period audited.
How it is scored
The template is built with points per answer and a pass mark of 80. In this library every audit is set to pass at 80 and every inspection at 90. Each submitted audit shows its score and pass or fail, and every No is flagged with its photo and comment.
Change the points or the pass mark after you clone it. How rules and scoring work.
Read and print
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Use this template in LeanSuite
It is ready in the Template Marketplace inside Lean Creator as “Customer Complaint Handling Audit”. Clone it into your plant, change any question, then schedule it to a person, role or asset with reminders. Auditors complete it on a phone or tablet, with photo evidence where required.
Not on LeanSuite yet? On a 90-day pilot our team sets up your account and digitizes the forms and checklists you use today, this one included.