Quality & Operational Excellence

Customer Complaint Analysis

Complaint data reveals systemic problems in products and services. This course covers complaint analysis for quality improvement: complaint classification, data quality, trend and Pareto analysis, text analysis, root cause investigation, linking complaints to processes, reporting and closing the loop.

5 days Classroom or live online English

Smart Horizon Certified - Global Leadership Consultants

Take the course details with you.

Download the full standard outline: why attend, methodology, objectives, audience, competencies, the daily outline and current plans.

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Why attend

From knowledge to real-world impact.

Handling complaints one by one fixes symptoms; analysing them fixes causes. You will learn to turn complaint data into improvements.

Workplace challenges

Professional Problems This Course Is Designed to Solve

The programme explores practical approaches to the following challenges. Results depend on how the learning is applied in your organisation.

Difficulty translating subject knowledge into practical workplace decisions.
Inconsistent approaches to the activities covered in the course outline.
Lack of a structured plan for applying and reviewing new skills.

Course methodology

How you will learn.

Complaint data analysis exercises, classification workshops, root cause practice and reporting.

Course objectives

What you'll take away.

By the end of this course, participants will be able to:

Classify complaints consistently
Improve complaint data quality
Analyse trends and patterns
Use text analysis on complaint narratives
Investigate root causes
Report insights and drive improvement

Target audience

Who should attend.

This course is suitable for:

Quality and complaints managers
Customer experience analysts
Service managers
Regulatory compliance staff
Product managers

Target competencies

Capabilities you will build.

Participants will develop competencies in:

Classification
Data analysis
Text analysis
Root cause investigation
Reporting

Course outline

Your learning journey.

A focused, practical outline with time to explore, apply and reflect.

Day 1Complaints as Data

09:00–10:08Value of complaints
10:08–11:00Regulatory expectations
11:00–11:30Coffee break
11:30–11:45Regulatory expectations (continued)
11:45–12:53Data sources
12:53–14:00Exercise

Day 2Classification

09:00–10:08Category design
10:08–11:00Consistency
11:00–11:30Coffee break
11:30–11:45Consistency (continued)
11:45–12:53Data quality
12:53–14:00Workshop

Day 3Analysis

09:00–10:08Trends and Pareto
10:08–11:00Segmentation
11:00–11:30Coffee break
11:30–11:45Segmentation (continued)
11:45–12:53Text analysis
12:53–14:00Exercise

Day 4Root Causes

09:00–10:08Investigation
10:08–11:00Process links
11:00–11:30Coffee break
11:30–11:45Process links (continued)
11:45–12:53Verification
12:53–14:00Case study

Day 5Reporting

09:00–10:08Insight reports
10:08–11:00Improvement actions
11:00–11:30Coffee break
11:30–11:45Improvement actions (continued)
11:45–12:53Closing the loop
12:53–14:00Action plan

The timings provided are estimates and may vary depending on the number of participants and the discussions taking place during the sessions. They are indicative only and do not constitute a binding commitment.

Dates & venues

Find a session that works for you.

Confirmed dates accept registration requests. Tentative dates are enquiry only.

Good to know

A few things to know.

How is the course delivered?

Our classroom programmes combine facilitated discussion, case studies, exercises and reflection. The precise format will be confirmed before enrolment.

Can you deliver this programme for our team?

Yes, you can enquire about a tailored programme. Share your goals, group size and preferred dates with our learning team.

Will I receive a certificate?

Participants who complete the programme receive a Smart Horizon certificate of attendance. Smart Horizon programmes are not externally accredited and do not award a professional qualification, licence or designation. Where a course title or outline refers to a professional certification (for example, AACE International's Certified Cost Professional), the programme supports learning and preparation only; the credential itself is awarded solely by the relevant professional body under its own application and examination requirements.

What should I confirm before booking travel?

Please confirm the session, exact venue, accessibility arrangements, fees and any visa requirements with the team before arranging travel. Tentative dates are not confirmed sessions.

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