Customer Feedback and Complaints Tracking Template

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Enhance your service and product quality by systematically tracking and analyzing customer feedback and complaints. This template guides you through setting up a feedback collection system, analyzing the data, and implementing improvements based on customer insights.

By following this template, you can prioritize customer satisfaction, identify areas for improvement, and ensure your home improvement and retail business continuously meets customer expectations.

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Customer Feedback and Complaints Tracking for Priority Matrix

Customer Feedback and Complaints Tracking in Priority Matrix

Track and analyze customer feedback to enhance service and product quality in the home improvement and retail industry.

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Proposed Tasks

Urgent & Important

  • Implement Improvement Measures
    ☐ Identify areas for improvement ☐ Develop improvement measures ☐ Implement measures
  • Launch Feedback Collection System
    ☐ Announce the launch to customers ☐ Monitor the system during the first week
  • Set Up Feedback Collection System
    ☐ Identify the best platform for feedback collection ☐ Set up the system ☐ Test the system
  • Weekly Feedback Analysis
    ☐ Collect weekly feedback ☐ Analyze feedback ☐ Prepare weekly report

Important but not Urgent

  • Annual Feedback Report
    ☐ Compile annual feedback ☐ Analyze annual trends ☐ Prepare annual report
  • Develop Feedback Analysis Method
    ☐ Create a strategy for analyzing feedback ☐ Develop metrics and KPIs ☐ Test the method
  • Monthly Feedback Report
    ☐ Compile monthly feedback ☐ Analyze monthly trends ☐ Prepare monthly report
  • Quarterly Feedback Report
    ☐ Compile quarterly feedback ☐ Analyze quarterly trends ☐ Prepare quarterly report
  • Train Staff on Feedback Collection and Analysis
    ☐ Organize training sessions ☐ Prepare training materials ☐ Conduct training

Urgent but not Important

  • Customer Satisfaction Follow-Up
    ☐ Contact customers who provided feedback ☐ Follow up on their feedback ☐ Track follow-up results
  • Customer Satisfaction Survey
    ☐ Design survey ☐ Distribute survey to customers ☐ Analyze survey results
  • Monitor Improvement Measures
    ☐ Monitor the effectiveness of improvement measures ☐ Adjust measures as necessary
  • Refine Improvement Measures
    ☐ Identify necessary refinements ☐ Implement refinements ☐ Monitor effectiveness of refinements
  • Refine Reward System
    ☐ Identify necessary refinements ☐ Implement refinements ☐ Monitor effectiveness of refinements

Not Urgent & Not Important

  • Feedback Reward System
    ☐ Develop a reward system for customers who provide feedback ☐ Implement reward system ☐ Monitor effectiveness of reward system
  • Staff Feedback Analysis Training Refresher
    ☐ Organize refresher training sessions ☐ Prepare training materials ☐ Conduct training
  • Staff Feedback Collection Training Refresher
    ☐ Organize refresher training sessions ☐ Prepare training materials ☐ Conduct training
  • Update Feedback Analysis Method
    ☐ Identify necessary updates ☐ Implement updates ☐ Test updates
  • Update Feedback Collection System
    ☐ Identify necessary updates ☐ Implement updates ☐ Test updates
  • Update Staff Training Materials
    ☐ Identify necessary updates ☐ Update materials ☐ Test updated materials