Organizations Across Regulated Industries Plagued by Weak Complaint Handling Processes
HAMILTON, N.J. — A recent quality management market survey conducted by Sparta Systems found that nearly a quarter of organizations (24% of survey respondents) across several highly-regulated industries do not have a well-defined and adopted complaint handling process.
Customer complaint handling plays an integral role in ensuring consumer safety and maintaining regulatory compliance. Proper use of complaint data helps organizations investigate the underlying causes of product issues, and enables them to launch corrective actions or preventive actions that eliminate their re-occurrence.