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or: Feedback Management
Complaint Management includes all measures that are taken to process a customer's complaint. This includes the planning and implementation as well as the monitoring of the measures. Complaint management is mainly used for faulty products, whereas Feedback Management is also used for complaints in the service sector. Alternatively, Complaint Management can also be more generally referred to as Feedback Management.
The overall goal of both forms is to renew customer satisfaction after a complaint or problem. A customer complaint can thus be seen as an opportunity to improve one's own products or processes.
The Complaint Management of defective products is often managed in the local industry via the 8D report, in which the procedure is documented.