7 Tools to Reduce Complaints and Increase Customer Satisfaction.

How to Reduce Complaints using lean six sigma tools


In this article, you will learn the most common tools to reduce complaints and increase customer satisfaction.

Complaints Definition

Complaint means any written, electronic, or oral communication that alleges deficiencies related to the identity, quality, durability, reliability, safety, effectiveness, or performance of a device after it is released for distribution. (Refer to Sec. 820.3 Definitions – CFR – Code of Federal Regulations Title 21).  Typically the complaints are sent by your customers to your company.

But sometimes, the complaints are generated by your company to one of its suppliers.  In this case, it is called a Supplier Compliant or SCARS Supplier Corrective Action Request.

Complaints per units sold

Customer complaints (SCARS Supplier Corrective Action Requests) per units sold are measuring metrics of the magnitude of customer satisfaction.  The complaints per unit sold is a business metric standardized to compare two populations in the same base.

For example, you can calculate the complaints per unit sold of product A adding all complaints for one month, and divide them by the total number of product A sold during that month.

Then, you have the capacity to compare that results with other business units.

For example, calculate the complaints per units sold of the product B by adding all complaints received for product B during the same period of time [one month]. sigma definitions

How to Reduce Complaints and Increase Customer Satisfaction

The customer complaint by units sold is a business metric that can cause big problems if your company does not know the tools to reduce and control it.

Therefore, it is important to prevent complaints from occurring in the first place by selecting and implementing the most appropriate tools.

Some companies typically use one or more of the following tools combined to find the root cause and minimize the incidences:

  1. DMAIC (Define – Measure – Analyse – Improve – Control),
  2. SIPOC;
  3. Critical to Quality (CTQ);
  4. Cause and Effects;
  5. Classification Analysis,
  6. Regression Tree;
  7. Sigma Rating
  8. Customer Feedback

You must pay attention to customer feedback, whether from surveys, feedback forms, etc. It will allow you to take action on time. Using Six Sigma along with rich data from customers, you can make your processes more efficient and improve the quality of your products. If there’s nothing to complain about, your customers won’t complain!

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CIQA is a quality and regulatory consultant with 25 years of experience developing products and managing projects in the medical device supply chain, and pharmaceutical industries. Rest assured of the safety or being in the right hands.

Our Lean Manufacturing team could provide you a broad range of professional expertise implementing these techniques and tools.


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Quality procedures templates

Three (3) Options to Create Document Control Management DCM Procedures:

Bronze Option. You Can Create Your Own Quality Procedures, using a Template.

You can download samples of the Document Control Management DCM procedure templates in .pdf format. 

To see the complete list of the most popular quality procedures templates, click here.

In addition, you can request a quotation to buy online a full SOP template document in MS Word format that is completely editable, ready to fill, and adapt to your specific needs.

Silver Option. We Can Bring You Formal Training about the Tools to Reduce Complaints and Increase Customer Satisfaction.

This option is recommended if you want to learn more about how to build robust quality system procedures. One of our expert(s) can provide online step-by-step training to your team (unlimited assistance) on how to build reliable SOPs using our template(s). Also, you can improve your corporate quality procedures and policies by incorporating our template(s) and tools.  It includes a fully editable template from the Bronze option, plus training, exams, and a training certificate for each assistant.  Request a quote now.

Gold Option. We Can Create Customized Quality Procedures.

One of our expert(s) will create and prepare your customized SOPs with the inputs and specific information of your company. It includes a fully editable template from the Bronze option, plus online support in document creation, implementation, and training. Request a quote online.

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REFERENCES: Tools to Reduce Complaints and Increase Customer Satisfaction.




Picture of Ramon Cayuela, MS, BS, Chemical Engineering

Ramon Cayuela, MS, BS, Chemical Engineering

CIQA President and CEO.
I've been working in validation engineering since 1992 with many multinational pharmaceutical companies. I love sharing my passion and knowledge with others. If you have any questions about anything (or just have general questions). I will be more than happy to assist you. You can count on the BEST customer service on CIQA. I go to great lengths to make sure my clients are 100% satisfied with their purchases and check emails/messages consistently throughout the day. You can rest assured that everything being sold here is as-described or your money back. I look forward to working with you!