An unanswered complaint can hide two different problems

A follow-up worksheet you can use today

Use one record per case, connecting repeat messages about the same issue where your own records allow it. The study counts reports, so its totals cannot tell you how many unique customers or businesses were involved. Your team can make that distinction explicitly in its own process.

Case and context: internal reference ______; issue described by the customer ______; channel and original message link ______; related case references ______; date received ______.

Review: person responsible for checking the channel ______; backup ______; evidence that the case was reviewed ______; information still missing ______. If the channel has no reliable read marker, record the person’s review rather than inventing a timestamp.

Reply: person responsible ______; next action ______; planned follow-up date ______; reply link or reference ______; what was actually promised ______.

Outcome: evidence of action ______; customer follow-up, if any ______; unresolved point ______; next owner and check-in ______. An empty field stays an open question. A response sent, a refund promised and a refund confirmed belong in different entries.

The worksheet and fictional example are included in the free download and reproduced here so you can adapt them without registering. Set follow-up dates that fit the case and applicable obligations; this dataset does not provide a universal response-time target.

Every language edition describes the same French SignalConso reports. Translation does not turn these findings into a study of another market.
