ISO 9001 Customer Complaint Register

by Rahulprasad Hurkadli

The ISO 9001 Customer Complaint Register Template is a tool designed to help businesses effectively manage customer complaints. It provides a systematic way to record and track customer complaints, ensuring that they are addressed in a timely and satisfactory manner. By using this template, businesses can improve their customer service and overall customer satisfaction levels, ultimately leading to increased customer loyalty and business growth.

Importance of ISO 9001 customer satisfaction Resister Template?

The ISO 9001 customer satisfaction register template is a valuable tool in implementing and maintaining an effective quality management system. Here is a pointwise explanation of its importance:

  • Centralized documentation: The template provides a centralized place to document and record customer satisfaction information. This allows for easy access, monitoring, and analysis of the data. It ensures that all customer feedback and related actions are properly recorded, preventing important information from getting lost or overlooked.
  • Measurement of customer satisfaction: The template facilitates the measurement of customer satisfaction by providing a systematic approach to record and track customer feedback, complaints, and suggestions. It helps identify trends, patterns, and areas for improvement, enabling organizations to make data-driven decisions to enhance customer satisfaction.
  • Compliance with ISO 9001 requirements: ISO 9001 is an internationally recognized standard for quality management systems. It requires organizations to adopt a customer-focused approach and continually improve customer satisfaction. The customer satisfaction register template aids in meeting this requirement by providing a structured method to collect, document, and act upon customer feedback.
  • Continuous improvement: The template is a tool for organizations to drive continuous improvement in their products, services, and processes. By regularly updating and analyzing the information in the register, organizations can identify recurring issues, root causes, and opportunities for improvement. This enables them to implement corrective actions, preventive measures, and initiatives that address customer concerns and expectations.
  • Enhanced decision-making: The template enables data analysis and reporting, supporting evidence-based decision-making. It provides organizations with insights into customer satisfaction levels, allowing them to prioritize improvement efforts, allocate resources effectively, and make informed decisions about product/service enhancements, customer service initiatives, and business strategies.
  • Demonstrating commitment to customers: The template demonstrates an organization's commitment to customer satisfaction. It shows that the organization values and takes customer feedback seriously, promoting transparency and trust. It also helps in building and maintaining strong relationships with customers as they see their concerns being acknowledged, tracked, and resolved promptly.
  • Benchmarking and comparison: The template allows organizations to benchmark and compare customer satisfaction metrics over time or against industry standards. By monitoring satisfaction levels and comparing them with previous periods or competitors, organizations can identify areas where they excel or lag, aiding in setting targets and benchmarking against best practices.

Key elements of the ISO 9001 Customer Complaint Register Template

  • Ref Number: This element refers to a unique identification number assigned to each customer complaint. The purpose of the reference number is to ensure easy tracking and management of complaints throughout the complaint handling process. It helps to keep a record of each complaint and allows for easy reference and retrieval of information when needed.
  • Corrective Action: This element involves the actions taken to rectify the issue or concern raised by the customer. It includes steps taken to resolve the complaint, such as replacing a faulty product, providing a refund, or offering a solution to the customer. The corrective action helps to address the specific problem faced by the customer and ensure their satisfaction.
  • Root Causes: This element focuses on identifying and addressing the underlying reasons or causes that led to the customer complaint. It involves digging deeper to determine the factors that contributed to the issue, such as faulty production processes, inadequate quality control, or poor customer service. By identifying and addressing the root causes, organizations can prevent similar issues in the future and improve their overall product or service quality.
  • Permanent Action: This element involves implementing measures or changes to prevent the recurrence of the same complaint in the future. It may include updating processes, training employees, improving quality control measures, or implementing new technologies. The permanent action helps to ensure that the issue is resolved for the long term and that customers do not face similar problems again.
  • Documented process: The ISO 9001 Customer Complaint Register Template provides a documented process for capturing and handling customer complaints. This ensures that every complaint is properly recorded and managed, leading to effective resolution.
  • Complaint details: The template prompts users to record important details related to the customer complaint, such as the complainant's name, contact information, the nature of the complaint, and any supporting evidence or documents. This information is essential for investigation and analysis purposes.
  • Complaint categorization: The template includes options for categorizing customer complaints, such as by product or service type, department, or severity. Categorization allows for better analysis and identification of recurring issues, enabling the organization to take proactive measures to prevent similar complaints in the future.
  • Investigation and analysis: The template provides a systematic approach to investigating and analyzing customer complaints. It includes fields to document the steps taken to investigate the complaint, identify the root cause, and determine appropriate corrective actions. This ensures that complaints are not merely addressed on a surface level but are thoroughly understood and resolved.
  • Resolution and follow-up: The template helps track the resolution process by providing space to document the actions taken to address the complaint, including any corrective or preventive actions implemented. It also allows for recording follow-up activities and monitoring the effectiveness of the resolution, ensuring that the complaint is fully addressed and the customer is satisfied.
  • Continuous improvement: The template promotes a culture of continuous improvement by highlighting opportunities for organizational learning. By regularly reviewing the customer complaint register, organizations can identify patterns or trends that point to underlying systemic issues. This information enables them to make proactive changes and improvements to their products, services, or processes.
  • Compliance with ISO 9001: Using the ISO 9001 Customer Complaint Register Template helps organizations meet the requirements of ISO 9001, a globally recognized standard for quality management systems. By implementing an effective complaint handling process, organizations demonstrate their commitment to customer satisfaction and continuous improvement, aligning with ISO 9001 principles.
ISO 9001
ISO 9001  Customer Complaint Register

The Benefits of using ISO 9001 customer satisfaction Register Template

ISO 9001 is a globally recognized standard for quality management systems. One of the requirements of ISO 9001 is to measure and improve customer satisfaction. To help organizations comply with this requirement, a customer satisfaction register template can be used.

Here are some benefits of using an ISO 9001 customer satisfaction register template:

  • Standardization: The template provides a standardized format for recording customer satisfaction data. This ensures consistency in data collection and makes it easier to analyze and compare customer feedback.
  • Organized data: The template helps in organizing and categorizing customer satisfaction data. It allows you to record important details such as the date, customer name, feedback or complaint, actions taken, and resolution. This helps in tracking and monitoring customer satisfaction trends over time.
  • Easy analysis: With the data organized in a register template, it becomes easier to analyze customer satisfaction trends and identify areas for improvement. The template can be customized to include additional columns or charts for better analysis and visualization of data.
  • Compliance with ISO 9001: Using a customer satisfaction register template helps organizations meet the requirements of ISO 9001 for measuring and improving customer satisfaction. This can contribute to the overall effectiveness of the quality management system and help in achieving ISO certification.
  • Continuous improvement: The template enables organizations to proactively identify areas for improvement based on customer feedback and complaints. By recording and analyzing customer satisfaction data, organizations can take corrective and preventive actions to enhance customer experience and increase satisfaction levels.
  • Documentation: The template serves as documentation of the organization's efforts to measure and improve customer satisfaction. It provides evidence to external auditors or certification bodies that the organization is actively monitoring and addressing customer satisfaction as part of their quality management system.


In conclusion, the ISO 9001 Customer Complaint Register Template is a valuable tool for organizations seeking to implement a systematic approach to managing customer complaints. By using this template, businesses can create and maintain a comprehensive record of customer complaints, enabling them to identify trends, track resolution progress, and implement corrective actions.

This template aligns with the ISO 9001 standard for quality management systems, ensuring that organizations can meet customer expectations and continuously improve their processes. Overall, the ISO 9001 Customer Complaint Register Template is a practical and efficient solution for effectively managing customer complaints and enhancing customer satisfaction.

ISO 9001