Research and Analysis Report: Customer Service Complaints

This report analyzes customer service complaints data collected over a 12-month period, focusing on staff, product, and service-related issues. The analysis reveals that staff complaints are significantly higher than product and service complaints, indicating a need for improved employee training and customer handling policies. The study uses a quantitative data analysis approach, including a Pareto chart to visualize the distribution of complaints. The report suggests storing complaint data in a CRM system for secure management and recommends redesigning products to reduce product-related complaints. The conclusion emphasizes the importance of customer complaints in improving organizational efficiency and customer satisfaction. The report includes appendices with complaint data and a reference list of relevant academic sources.

Research and Analysis Report

Table of Contents
Introduction......................................................................................................................................3
Discussion........................................................................................................................................3
Conclusion.......................................................................................................................................5
Appendices......................................................................................................................................6
Reference List..................................................................................................................................7

Introduction
In this current study, the analysis of the customer service complaints will be conducted. The data
is collected for 12 months and three type of complaints are considered in this study and these are
the Staff complaints, Product complaints and Service complaints.
Discussion
Customer satisfaction is the main aim of any organization and for satisfying, the needs of the
customers organization take several initiatives. The ultimate objective of an organization is to
achieve customer satisfaction by touching the customer experience points. However, customers
are not always satisfied by the service of the organization and here comes the evolution of the
customer service complaints (Pizam, Shapoval and Ellis, 2016). In this study, data from the
customer complaints of the organization shows that, Staff complaints are in higher side within
the organization, even there is report is 54 complaints against one staff. However, the service
complaints are low within the organization.
Complaint Type No of Complaints
Staff Complaints 94
Product Complaints 52
Service Complaints 35
The dataset shows that , the staffs are not that well trained and this is the reason organization is
facing problem even if the service provided by the organization is moderate but the staff
complaints is ruining the reputation of the organization.

The data analysis used by the study is quantitative one because it involves the collection of data
through the survey procedure and this process is the most optimal way of capturing the right
dataset.
Staff
Complanints Product
Complaints Service
Complaints
Staff Complanints
Product Complaints
Service Complaints
0
10
20
30
40
50
60
70
80
90
100
0
20
40
60
80
100
120
140
160
180
200
No of Companlaints
Cumulative %
Figure 1: Pareto Chart of Complaints
(Source: Created by learner)
Organization can monitor the customer satisfaction level by conducting survey time to time.
This data on customer complaint will be stored in the customer relationship management
database. The staff management i.e., the human resource management of the organization will,
find this data to be useful. This data to be stored securely because it involves privacy contents.
Organization may store this data in their CRM system because then only they can protect the
data (Hussain, Al Nasser and Hussain, 2015).
The organization must revamp its employee training policies of handling customers because then
only it can reduce the huge number of complaints. Along with this organization must also
redesign its products so that product complaints also reduce.

Conclusion
From the above analysis, it can be seen that customer complaints helps the organization to
address the customers more efficiently.

Appendices
Complaint Type No of Complaints Cumulative %
Staff Complaints 94 94
Product Complaints 52 146
Service Complaints 35 181
K=20
R=20
B=54

Reference List
Hussain, R., Al Nasser, A. and Hussain, Y.K., 2015. Service quality and customer satisfaction of
a UAE-based airline: An empirical investigation. Journal of Air Transport Management, 42,
pp.167-175.
Pizam, A., Shapoval, V. and Ellis, T., 2016. Customer satisfaction and its measurement in
hospitality enterprises: a revisit and update. International journal of contemporary hospitality
management, 28(1), pp.2-35.