Customer Complaint / Feedback Form
A record for every message from a customer: channel, order, what went wrong, what the customer asks for and how serious it is, then the handling log with a due date, the resolution and whether the customer was told.
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Country versions
- International
- Korea *
- Japan *
- Germany *
* check with local advice
A template, not advice.
Read more
What it is
A customer complaint form is a record, not an apology. It turns a message from a customer into a case that someone owns, with a date by which it must be answered. If every message is recorded the same way, whether it is a complaint, a suggestion, praise or a question, you answer faster, you see what keeps going wrong, and you can show what was done and when if you ever have to.
This template starts with how the message arrived and who sent it, then the order or product it concerns, what went wrong in the customer's own words, what the customer asks for and how serious it is. The internal part gives the case an owner and a target number of days and works out the date by which to answer. It logs each action, the resolution, the days it took and whether the customer was told. The last part, often called voice of the customer, asks for the root cause, a preventive action and who learned from it. Wording meant for the customer is courteous in every language.
When to use it
- A customer tells you that something went wrong, through any channel: email, phone, shop, website or social media.
- You want each case to have an owner and a date to answer by.
- You collect suggestions, praise and questions as well as complaints and want one format.
- You need a record of what was done, for a manager, an insurer, a warranty claim or a later dispute.
How to fill it in
- Record when and how the message came in, and choose whether it is a complaint, a suggestion, praise or a question.
- Enter the customer and, if there is one, the order or product with the date of purchase.
- Write what happened in the customer's own words, tick the type and what the customer asks for, and choose a severity.
- Name the owner and the target days; the date to answer by is worked out. Log each action as you take it.
- When the case is closed, record the resolution, the date and whether the customer was told, then the cause and what you will change.
Common mistakes
- Rewriting the complaint in your own words. Keep the customer's words and note your own reading separately.
- Leaving out the order number, which is the first thing anyone handling the case will need.
- Rating the severity by how loud the customer is instead of by the harm or the risk.
- Closing a case without telling the customer the result.
- Keeping the personal details longer than you need to.
Steps at a glance
- Fill in
- Check the preview
- Save as PDF, Word or Excel
Country versions
Pick the country you need. Each version uses the wording and layout commonly found there; a version marked “check with local advice” should be read by someone who knows the local rules before it is used.
- International (XX): Written in English, Korean, Japanese, German
- Korea (KR): Written in Korean, English – check with local advice
- Japan (JP): Written in Japanese, English – check with local advice
- Germany (DE): Written in German, English – check with local advice
Designs
The same form in several designs. The fields and the wording stay the same; only the look changes.
- Boxed form
- Ledger
- Compact
- Banner
- Warm
- Plain (black and white)
- Modern
- Formal
- Side band
- Classic
- Minimal
- Executive
Your details fill it in
Fields that ask for your name, address or company details are filled from My details, so you do not type them again; you can still change any field for one form. Signed in, your details stay in your account; otherwise they stay in this browser only. A passport, identity or social security number is never saved.
Questions
- Who should fill in the form?
- The person who receives the message fills in the top part, ideally while the customer is still on the line or straight after. The owner of the case completes the handling and learning parts.
- How is the date to answer worked out?
- It is the date received plus the target days you enter. The days are your own service standard; the form does not know any legal deadline.
- Can the customer fill in the first part?
- Yes. Print the form or send the Word file. The internal parts are for you.
- What do the Korean, Japanese and German versions add?
- Korea: a privacy notice with consent boxes, approval boxes and the vocabulary of the consumer dispute standards. Japan: the purpose-of-use wording, approval boxes and polite phrasing. Germany: the buyer's remedies for a defect and a note for merchants.
- Is this legal advice?
- No. It is a general template. Consumer and data protection rules differ by country and sector, so check what applies to you.
- Is this form legal, tax or accounting advice?
- No. It is a template: it gives you the usual structure and wording, not advice. Rules differ by country and case, so have someone qualified read anything that matters before you sign, send or file it.
- Which countries and designs does it come in?
- It comes in 4 country versions: International, Korea, Japan, and Germany. 12 designs.
A form is a template, not legal, tax or accounting advice. Rules differ by country and case.