Customer complaint trending - benchmarking against industry standards
Started by JennyT, Jan 06 2016 08:11 PM
Hi all,
I am trending our complaints every month against units produced. I know this is a great KPI but I want to understand what my expectations should be against industry standards.
Any direction people can point me in is great.
Thanks!
Jenny
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Hi Jenny
To achieve the 99.9 % accuracy in packing you need to achieve 2.5 customer complaints per million of units produced according to six sigma standards. Most companies try to achieve it and set their goal.
Kind regards
Humaid Khan
MD Halal International Services
2 Thanks
Can you provide a template or example of a customer letter for a mock recall?
If a customer reports finding metal in a product how should you decide whether to initiate a recall?
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