Customer Complaint Report Template

by Rajeshwari Kumar


A Customer Complaint Report Template in IT Governance is a standardized document designed to systematically capture, analyze, and address complaints related to information technology services, products, or systems within the framework of IT governance in an organization. This template provides a structured format for documenting customer complaints, facilitating efficient investigation, resolution, and analysis of issues to enhance IT service quality and customer satisfaction.

Customer Complaint Report Template

Complaints Management Process

The following steps are included in the complaints management process:

Step 1

  • Customer Complaints: The complaints can be verbal or written and must be entered in the register. The complaint should be logged in the register along with the date of the complaint, the name of the customer, and a short description.

Step 2

  • Investigating Complaints: A complaint must be investigated after receiving it. The investigation must be led by someone not involved in the original incident. After identifying the root cause, preventative and corrective measures must be taken in order to avoid future complaints. The complaint should then be closed, and the customer should be informed of the steps taken.

Step 3

  • Corrective And Preventive Measures: Complaints management is crucial for several reasons. It can be used to identify areas that need improvement. It helps to build trust and loyalty among customers. It can also help to improve the quality of services and products.

Step 4

  • Closure Of Complaints: This refers to the formal conclusion of the process initiated to address and resolve a customer's concerns or issues. This step is a pivotal part of customer service management and involves ensuring that the customer's problem has been adequately addressed and that they are satisfied with the resolution.

Customer Complaints Procedure 

1. All customer complaints are handled promptly, efficiently, and courteously.

2. All complaints from customers are recorded and investigated. Corrective and preventative action is taken if necessary to avoid a recurrence.
The organization uses customer complaints to improve its products, services, and processes.

3. Organizations must analyze customer complaints and take the appropriate actions to prevent them from reoccurring. Analysis of customer complaints is also a good way to identify trends and process improvements. 

4. All interested parties, including customers, should have access to the customer complaint procedure.

Why Collect Customer Feedback?

Understanding what customers think is the only way to improve products and services. Businesses need to collect customer feedback to measure customer satisfaction, identify areas of improvement, and make necessary adjustments. Surveys, focus groups, interviews, and online reviews are ways to collect customer feedback. Each method has advantages and disadvantages. However, businesses must collect feedback from customers regularly and actively.

There are four key reasons why it is important to collect customer feedback:

1. Understanding Your Customers Better

  • You can use customer feedback to understand your market better. What did they think of your product or service? What are the unmet needs of your customers? What are the pain points they have?
  • Understanding your customers' needs will help you to make necessary adjustments to your service or product. This can increase customer satisfaction and loyalty.

2. Addressing Customer Pain Points

  • Collecting customer feedback will help you understand your customers and address their specific problems. You might find that a certain product feature isn't functioning well or that a certain customer service aspect could be improved.
  • By collecting customer feedback, you can identify specific problems and take action to resolve them. Again, this can lead to an increase in customer satisfaction and loyalty.

3. Developing New Products Or Features

  • A third reason to collect customer feedback is that it can be used to develop new features or products. What does your customer want that you do not currently provide? What could you do to improve your product or service?
  • You can gather customer feedback to get an idea of the new features or products they may be interested in. You can use this information to create new features, products, and even a new product line.

4. Promoting Product Or Service

  • Collecting customer feedback will help you to promote your service or product. Maybe your customers appreciate a certain feature of your service or product.
  • Using this feedback to market your business can help you highlight the positive aspects of your company and attract more customers.

What Should I Do If A Client Complains?

If you receive a complaint from a client, there are some things you need to do:

1. Recognize The Complaint: You should acknowledge the complaint. It shows that you take the complaint seriously and want to resolve it.

2. Investigate The Complaint: After acknowledging it, you must investigate it. Investigating the complaint will require you to examine the complaint in detail and identify the root of the problem.

3. Resolve Your Complaint: After investigating the complaint, you need to resolve the problem. You may need to take corrective measures to resolve the issue or offer the customer a refund.

4. Avoid Future Complaints: After you've resolved the original complaint, work to prevent similar complaints. You may need to make changes to your processes or procedures or provide additional training for your staff.

Benefits Of Customer Complaint Report Template

  • Customer complaint reports help businesses identify areas of customer frustration. This allows businesses to improve their products and services to reduce complaints.
  • This report can be used to analyze customer feedback. Companies can use this feedback to improve products and services.
  • Reports on customer complaints can also help businesses keep track of the complaints they receive. The companies can take action to correct the situation if they see an increase in complaints.
  • Improves customer satisfaction: Businesses can improve customer satisfaction when they take corrective actions based on customer complaints. This can then lead to increased business and customers.


In analyzing the customer complaints outlined in this report, it is clear that certain issues have been recurring, impacting the overall satisfaction of our customers. The identified problems, including [list key issues], indicate areas requiring immediate attention and strategic improvement. Upon conducting a thorough investigation, it is evident that the root causes of these complaints are primarily attributed to [highlight key findings from root cause analysis]. A multi-faceted approach is recommended to rectify the current challenges and prevent future occurrences.