Customer complaint and resolution log

What the customer complaint and resolution log does

Complaints handled well keep customers; complaints ignored lose them. Record each complaint with the date, the customer, the type and who is handling it, and enter the date it is resolved. The log counts the days to resolve each one, shows what is still open and the average time to resolve, and summarises complaints by type.

Who it is for

Shops, service businesses and managers who want to track and learn from customer complaints.

How to use the workbook

1. Record each complaint on the day it arrives.
2. Choose the type and name the person handling it.
3. Enter the date it is resolved.
4. Review the types and the average time each month.
5. Save a copy under a new name for each month or year, so earlier records stay as they were.

What is inside

• Date, customer, type and owner
• Days to resolve worked out
• Open or resolved status
• Open complaints and average days at the top
• Summary by type with a chart

The workbook has these sheets: Instructions, Complaints, By type. The main table has the columns Date; Customer; Type; Description; Handled by; Resolved on; Days to resolve; Status. Yellow cells are for you to fill in and grey cells calculate by themselves, so leave the grey cells alone. The example rows show how it works; type over them with your own entries.

Tips for getting it right

• Acknowledge every complaint within a day.
• Record what you did, not only what was said.
• Look for patterns, not only single cases.
• Thank customers who complain; they gave you a chance to fix it.

Why keep this record

Running a business on memory works until it grows. Writing the numbers down turns opinions into facts you can compare month to month, and shows early which products, customers or costs deserve attention. Even a simple workbook, used every week, usually beats a sophisticated one that is opened once a year.

Questions people ask

Do I need to know Excel formulas? No. Type into the yellow cells and the rest is worked out for you. The formulas are visible if you want to see how a figure is reached.

Can I add rows or change the layout? You can add your own columns to the right and your own notes. If you insert rows inside a table, copy the grey formula cells down so the new rows calculate too.

Will it work on my phone or in Google Sheets? Yes for viewing and typing, but dropdown lists and the charts look best in desktop Excel or LibreOffice.

Keeping it safe and up to date

A plan is only as good as the numbers you put in. Start with honest estimates, update the workbook as real figures arrive, and compare the two so your next estimate is better. Save a dated copy each month so you can see how your thinking changed.

Read how to build a cash flow forecast for the wider picture. See more business templates or ask us for a custom one.

The workbook works in Microsoft Excel, LibreOffice and Google Sheets. It is a tool to help you work out and record figures, not tax, legal or accounting advice, and it is not affiliated with the Kenya Revenue Authority. If something does not work as described, contact us and we will put it right.

Related guides, calculators and templates

• Guide: How to build a 12-month cash flow forecast for a small business
• Guide: How to price your products and services: markup, margin and break-even
• Guide: Turnover tax for small businesses in Kenya: rate, limits and when to use it
• Another template: 12-month cash flow forecast
• Another template: Annual operating budget by department
• Another template: Break-even and pricing calculator

Need something different? Request a custom template, browse all guides or see every Excel template.