In order for the complaint log to help you identify patterns, I like to have some key categories that can be filtered / sorted in Excel:
Date, Source of complaint, Product/Service, Department, Branch of account, Employee opening account, complaint about Employee, Nature of Complaint
If I see a lot of complaints are about the same product/service:
then my issue could be confusing disclosures/advertising (which means complaints could span accounts opened at several locations) or,
my issue could be an employee/branch misrepresenting the product/service (so all complaints are from accounts opened at the same branch or by the same employee.
If there are complaints that are all traced to the same department or employee, I could have a training issue, HR issue or a procedural issue.
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