Customer Feedback and Complaints Tracking Template

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Improve your automotive branch's customer service by effectively tracking and managing customer feedback and complaints. This template guides you through setting up a feedback system, collecting and analyzing feedback, and developing and implementing improvement plans.

Follow the step-by-step tasks to ensure continuous monitoring and adjustment for ongoing service quality enhancement, ultimately leading to higher customer satisfaction and loyalty.

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Customer Feedback and Complaints Tracking for Priority Matrix

Customer Feedback and Complaints Tracking in Priority Matrix

Track and manage customer feedback to enhance service quality in the automotive industry.

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Proposed Tasks

Urgent and Important

  • Set Up Customer Feedback System - due in 1 week
    ☐ Choose a software for feedback collection ☐ Customize the software according to needs ☐ Train staff on how to use it
  • Collect Initial Feedback - due in 2 weeks
    ☐ Send out feedback requests to customers ☐ Collect and organize the feedback
  • Implement Improvement Plan - due in 6 weeks
    ☐ Carry out the plan of action ☐ Monitor progress
  • Adjust Improvement Plan - due in 10 weeks
    ☐ Make necessary adjustments to the plan based on feedback ☐ Implement adjusted plan
  • Implement Future Improvements - due in 24 weeks
    ☐ Carry out the plan for future improvements ☐ Monitor progress
  • Adjust Future Improvements - due in 28 weeks
    ☐ Make necessary adjustments to the future improvements plan based on feedback ☐ Implement adjusted plan

Important but not Urgent

  • Analyze Initial Feedback - due in 3 weeks
    ☐ Analyze feedback for common themes ☐ Identify areas for improvement
  • Develop Improvement Plan - due in 4 weeks
    ☐ Create a plan of action based on feedback ☐ Identify necessary resources
  • Staff Training on Customer Service - due in 12 weeks
    ☐ Develop a training program ☐ Train staff on customer service
  • Revise Training Program - due in 16 weeks
    ☐ Make necessary adjustments to the training program ☐ Implement revised program
  • Analyze Survey Results - due in 20 weeks
    ☐ Analyze the results of the survey ☐ Identify areas for further improvement
  • Plan for Future Improvements - due in 22 weeks
    ☐ Develop a plan for future improvements ☐ Identify necessary resources
  • Revise Future Improvement Plan - due in 32 weeks
    ☐ Make necessary adjustments to the future improvement plan ☐ Implement revised plan

Urgent but not Important

  • Monitor Customer Satisfaction - due in 8 weeks
    ☐ Continue to collect feedback ☐ Analyze new feedback
  • Review Staff Performance - due in 14 weeks
    ☐ Review staff performance post training ☐ Provide feedback
  • Customer Satisfaction Survey - due in 18 weeks
    ☐ Develop a customer satisfaction survey ☐ Send out the survey to customers
  • Monitor Customer Satisfaction Post-Improvements - due in 26 weeks
    ☐ Continue to collect feedback ☐ Analyze new feedback
  • Review Staff Performance Post-Improvements - due in 30 weeks
    ☐ Review staff performance post improvements ☐ Provide feedback
  • Final Customer Satisfaction Survey - due in 34 weeks
    ☐ Send out a final customer satisfaction survey ☐ Analyze the results

Neither Urgent nor Important

  • Final Review and Adjustments - due in 36 weeks
    ☐ Review the overall process ☐ Make final adjustments