Blog Article

What Is A Consumer Complaint?

A consumer complaint is an expression of dissatisfaction by the customer, regarding a product/service in a written, or verbal manner to a company/service provider/ manufacturer etc. In simple, it is a complaint from the customer’s end providing documentation about a problem dealing with a product or a service. Most times, a consumer complaint is usually informal and for most consumers, filing a consumer complaint is a way to resolve problems with the manufacturer.

Reasons For Consumer Complaints

• Performance Related Complaints

Complaints regarding a product/ service defects, issues due to operational/ performance related malfunctions come under this type. If you receive complaints regarding such cases, then you need to confirm if it is due any defect in the manufacturing process. In case the product does not point to any faults in the production cycle, then it can be accounted as a false complaint.

• Customer Touch Point Related Complaints

These type of customer complaints specifically refer to complaints on front line staff, and administration that deals with customers. It focuses on behavior, attitude and errors that create misunderstandings and conflicts between consumers and front line employees, administration of providing effective customer service.

Take for instance, if you are a service provider, these type of complains must be considered important that those that deal with physical items. In order to make your customers take your product positively, you need to to improve your frontline administration’s behaviour, attitude and performance.

• Business Service Related Complaints

These type of complaints do not involve problems with your product/ service but with your business, firm or company. Take for instance, your business does not provide adequate human resources, training and equipment, facilities etc. to employees or their related departments, resulting in poor performance, such complaints will be considered legitimate. These complaints point to flaws, deficiencies and ignorance in business policies and protocols will reduce consumer demands and followers to your business. In such a case, an evaluation of your business must be done.

• Complaints Relating To Marketing

These type of complaints are identified in situations where the consumer complains that your brand does not get delivered on time when commercially promised by the brand through advertisements, gift offers etc. Such complaints can hurt the company in term of misleading consumers, thus promoting a promising something and not catering to such promise.

• Fake Complaints

A fake complaint can be regarded false when a customer is understood to pull the reputation of the brad or product by simply defaming the product/ service in the form of comment, emails or reviews. Take for instance a customer buys a washing machine, but files a consumer complaint against the durability of the product as promised by the seller.

Here, the seller will have to conduct an in-depth analysis of the product from the time it was manufactured till the time it was dispatched. If the product was found to be tested and bare’s the OK mark on it during analysis, then such a complaint can be considered false as it is understood that the damage has taken place after delivery.

Filing A Consumer Complaint In The Digital Age

In case a customer grievance does not satisfy the consumer, then he/she may register a complaint with a third party member like the Government of India. Contemporarily speaking, the advent of social media has provided customers, a faster, yet remote way of submitting complaints online.