What is the difference between complaint and grievance management?
The terms complaint and grievance management are often confused in everyday life, but there is an important difference between them. The term complaints management refers to the handling of complaints relating to products or services. Here there is a right to redress if the offer does not meet expectations. In contrast, complaint management is a system for monitoring and analyzing negative customer feedback, which is carried out in accordance with the requirements of EN ISO 9001. It serves to improve processes and product quality as well as customer orientation.