A Complaint Is Data: Feeding Feedback Back into the Product
Published:
Publisher: Alkur Kapı Sistemleri A.Ş.
In the industrial door business, the most valuable feedback is usually the least pleasant kind. A photocell positioned wrongly on a commissioned door, a panel edge damaged in transit, a dealer’s order update running late. Nobody enjoys hearing these — but not hearing them costs far more.
What happens when a record is opened?
The ISO 10002 customer satisfaction system we certified in early July binds the fate of those awkward phone calls to a standard. Every piece of feedback lands in a single record regardless of channel; its owner, target resolution time and root-cause analysis are tracked on the record. The record closes when the issue is resolved — but the work does not end there.
The real value: it does not repeat
When the same topic is recorded twice, the system calls it back as a production question. If transit damage recurs, the packaging detail changes; if the photocell position keeps being asked about, a drawing is added to the installation instructions. A complaint stops being one customer’s problem and becomes the data that improves the next revision of the product.
What it means for you
Once your door is commissioned, you are never without a counterpart; your feedback gets a record number, an owner and an outcome. You can review the certificate itself on our certificates page.
