Complaint Analysis as Part of Service Quality and Safety Management

Abstract

Abstract. Quality and safety of products and services are very important factors influencing customers' decisions about the purchase. They affect the level of customer satisfaction, but also their safety during consumption. A great deal of information about customers' perceptions of products can be inferred from the complaints they file. Complaint indicators can easily be used to analyze the quality of services available on the market. The purpose of the research was to analyze complaints filed by customers of a chosen e-shop from Poland. The analysis was based on data from January 2017 to December 2021. An analysis was made of the number of complaints filed in relation to the number of orders placed. The percentage of complaints recognized by the manufacturer and the reasons for filing complaints were presented. This analysis should be a starting point for the researched e-shop for improvement measures to raise the level of customer satisfaction.