Complaints & customer feedback
Capture, investigate, and resolve customer complaints, the ISO 9001 Clause 9.1.2 / 10.2 requirement, and escalate systemic ones to a root-cause CAPA.
| Complaint | Channel | Priority | Owner | Status |
|---|---|---|---|---|
| Delayed onboarding | High | Support lead | In progress | |
| Billing discrepancy | Portal | Medium | Finance | Acknowledged |
| Feature request | Portal | Low | Product | Triaged |
| Data export delay | Phone | High | Support lead | Breached SLA |
ISO 9001 asks you to monitor customers’ perception of whether you’re meeting their needs (Clause 9.1.2) and to treat complaints as nonconformities to be corrected (Clause 10.2). Keel’s complaints module is built for exactly that: capture each complaint however it arrives (email, phone, portal, in person, social, or survey), record the customer and severity, investigate it, and drive it from open to closed with a documented resolution. When a complaint reveals a systemic problem, raise a CAPA from it in one click. It’s part of Keel Quality, the add-on that brings ISO 9001’s product-quality modules onto the same platform as your ISMS.
Complaints scattered across inboxes and memory
When complaints live in individual inboxes, no one can see the pattern: which customers, which issues, how fast they’re resolved, and which ones point to a real process failure. Clause 9.1.2/10.2 asks for that visibility and for corrective action; an auditor asks for the record.
What complaints & customer feedback does
Every channel, one register
Log complaints and feedback however they arrive (email, phone, portal, in person, social, or survey), so the whole picture of customer perception lives in one place.
Investigate to resolution
Drive each complaint through open → investigating → resolved → closed with a severity and a documented resolution, so nothing stalls and closure is on the record.
One-click escalation to CAPA
When a complaint reveals a systemic cause, raise a Clause 10 nonconformity from it in one click, created and linked back, so customer feedback flows straight into root-cause analysis.
Surfaced on the Quality dashboard
Open and high-severity complaints roll up onto the Quality dashboard’s “needs attention” view, so customer issues don’t sit unseen.
Why it matters
- Prove ISO 9001 Clause 9.1.2 / 10.2 with a real complaints register
- See every complaint, its severity, and how fast it’s resolved
- Turn a complaint into a root-cause CAPA without re-keying
- Catch high-severity complaints on the Quality dashboard
Get audit-ready, and prove it
Complaints & customer feedback is one module of a full GRC platform: controls crosswalked across every framework, so you collect evidence once and comply everywhere. Start free, no credit card, no sales call.
Start freeFrequently asked questions
What does ISO 9001 say about complaints?
Clause 9.1.2 requires you to monitor customers’ perception of the degree to which their needs and expectations are met; handling complaints is an explicit example. Clause 10.2 treats a complaint as a nonconformity to be corrected. Keel’s module captures, resolves, and (where needed) escalates each complaint to CAPA.
How does escalation to CAPA work?
From a complaint, click “Raise a CAPA” and Keel creates a linked Clause 10 nonconformity pre-filled from the complaint, so you can run root-cause analysis and corrective action, with the two records connected.
How is this different from the incident register?
The incident register handles security incidents (ISO 27001). Complaints is the customer-facing, ISO 9001 equivalent for product/service quality. They share the same investigate-and-escalate shape.
Is it included in my plan?
Complaints is part of Keel Quality, a paid add-on that layers on any plan. You can manage it from Billing.
Related features: Nonconformities & CAPA · Security incident register · Quality dashboard
Works with: ISO 9001