Complaint Handling
Find out how satisfied your customers were with how a complaint was handled and how fair, fast and reachable you were.
This template measures how well you handled a complaint: overall satisfaction with the handling, ratings for speed, fairness, resolution quality and reachability, and whether the issue was fully resolved. An open field rounds out the picture.
When should you use this template?
This template is a great fit for:
- After a complaint or grievance is resolved
- After a warranty or guarantee case is settled
- For ongoing quality control in complaint management
Every question in this template
- 1Rating
How satisfied are you with how your complaint was handled? *
- 2Matrix
How would you rate the handling on the following points?
Very poor Poor Average Good Very good Speed Fairness Resolution quality Reachability - 3Single choice
Was your issue fully resolved?
- Yes, fully
- Partially
- No
- 4Long text
What should we improve about how we handle complaints?
Frequently asked questions
Why survey after a complaint?
A well-resolved complaint can even strengthen loyalty. The feedback shows whether your handling is perceived as fair and solution-oriented.
What does the aspect matrix rate?
It captures the key drivers of complaint satisfaction: speed, fairness, resolution quality and reachability – so you can pinpoint weak spots.
Is the survey GDPR-compliant?
Responses are stored in your DataLion project and can be collected anonymously. No personal data is captured unless you add questions that ask for it.
Start with this template
Load the template into DataLion, adapt it to your brand and start collecting responses — GDPR-compliant, in minutes.