Complaints
With the QualityWeb 360 Complaints module, your organization will be able to collect, monitor, and follow up on all complaints received, ensuring complete traceability until they are resolved. This will strengthen your customers' trust and maintain a high level of satisfaction.
QualityWeb 360
Follow up and ensure the satisfaction of your customers
Customer complaints managed through email inboxes and shared spreadsheets are easily lost, delayed, or left unresolved — damaging satisfaction scores and exposing the organization to compliance risk. The Complaints module in QualityWeb 360 gives your team a structured system to log, assign, escalate, and close every customer complaint with full traceability and automatic notifications. When a complaint goes unanswered or falls through the cracks, you're not just losing a customer — you're missing a signal about something your process needs to fix. Keeping a complete, documented trail of how every complaint was handled is also what ISO 9001 expects when it comes to monitoring customer perception. The next time an auditor asks, you'll have the evidence ready without having to dig through inboxes.
QualityWeb 360 is complaint management software for ISO 9001 (clauses 8.2.1 and 10.2): you log the complaint, investigate the root cause, set actions with dates and close it with evidence, all in the cloud. Public pricing and a 60-day guarantee on annual plans.
Key benefits for your company
Improve customer satisfaction and trust.
Every complaint handled promptly and professionally turns a dissatisfied customer into a loyal one. The system ensures no complaint is ignored and every resolution is communicated back to the customer.
Ensures transparency and traceability in complaint management.
Each complaint has a complete record: who registered it, who is responsible, what actions were taken, and when it was resolved. This audit trail satisfies ISO 9001 clause 8.2.1 and 10.2 requirements.
Reduce risks of non-compliance and non-conformities.
Recurring complaint patterns are easy to identify when all cases are centralized, allowing root causes to be addressed systemically rather than case by case. This prevents the same issue from generating multiple non-conformities.
Identify areas for continuous improvement based on complaints received.
Complaint data becomes a strategic input for improvement planning — the most frequent categories point directly to process gaps that need attention. Closed-loop complaint management is a hallmark of a mature quality system.
Module highlights
Which plan includes it?
The Complaints module is included from the Standard plan, and also in Premium.
Customer satisfaction
Customers
Users per plan (unlimited in Premium)
of server availability
How It Works
Log the complaint with the affected client, issue description, and assign a responsible person.
The responsible party receives an automatic notification; an acknowledgment can be sent to the customer.
Analyze what caused the complaint and document the root cause findings.
Create corrective tasks with deadlines to address the root cause and prevent recurrence.
Once actions are completed and verified, mark the complaint as resolved.
The complete complaint record feeds into quality reports and serves as ISO 9001 clause 8.2.1 and 10.2 evidence.
Excel vs QualityWeb 360
| In Excel or Drive | In QualityWeb 360 | |
|---|---|---|
| Logging | Complaints arriving by email, phone and chat | Every complaint logged with customer, issue and owner |
| Follow-up | Nobody knows where each case stands | Automatic notification to the owner and real-time status |
| Root cause | The case gets fixed, the problem doesn't | Documented root cause and actions to stop it from happening again |
| Reports | Counting complaints by hand every month | Case files that feed your quality reports |
Frequently Asked Questions
Resolve common questions with a single click
One that takes each complaint from logging to the action that prevents it from happening again, because ISO 9001 asks you to handle customer communication (8.2.1) and correct the cause (10.2). In QualityWeb 360 a complaint can become a corrective action without retyping anything.
Yes. When the complaint is logged, the owner gets a notification and an acknowledgment can be sent to the customer, so they know their case is being handled.
Every customer complaint contains valuable information about a gap between what was promised and what was delivered. By systematically registering, analyzing, and resolving complaints, you build a data set that reveals which processes, products, or service areas generate the most dissatisfaction. Root cause analysis on recurring complaints drives targeted improvements that prevent the same issue from happening again. Over time, complaint-driven improvements reduce claim rates and strengthen customer relationships.
When complaints are tracked in a centralized system, every case gets a responsible person, a deadline, and a documented resolution — nothing falls through the cracks. Automatic notifications keep the assigned team member informed without manual follow-up from management. The full history of each complaint is available for review at any time, making it easy to demonstrate responsiveness to customers and auditors alike. Systematic follow-up also reduces resolution times, which directly impacts customer satisfaction scores.
Research consistently shows that customers who have a complaint resolved quickly and professionally are more loyal than those who never complained at all. A visible, responsive complaint process signals that your organization takes quality seriously and values customer feedback. ISO 9001 clause 8.2.1 requires you to monitor customer perceptions — complaint data is one of the most direct inputs available. Closing the feedback loop by notifying customers of the resolution and corrective actions taken further reinforces trust.
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