Complaint Themes Audit for a Small Retailer
Group complaints and find the few causes behind most of them.
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Audit complaints for a small retailer. A list of 40 complaints from the last quarter with date, channel, product, issue, and outcome: [COMPLAINT_LIST]. Orders in the quarter: [ORDER_COUNT]. Categorise each complaint (delivery, product quality, wrong item, listing accuracy, service, billing) and count with percentages and the arithmetic. Calculate the complaint rate per 100 orders. Identify the top two causes by count and by cost to resolve if I give costs [COSTS]. Make a table with Theme, Count, Share, Typical cause, and Fix. Suggest fixes (clearer listings, packaging, a supplier conversation), a measure for each, and a monthly check. Draft a short message to the team about the findings. Use only my data and treat the sample as small. Add a worked count: 40 complaints, delivery 14 (35 percent), wrong item 9 (22.5), product quality 7 (17.5), listing accuracy 6 (15), billing 4 (10); with 800 orders the complaint rate is 5 per 100 orders. The first two themes account for 57.5 percent, so test a packing check and a courier review. Include a monthly metric table.
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