Use this report to analyze customer complaints. If complaints are dispatched, this will be reflected in the Dispatch column, and if a compliance time has been entered it will be shown in the Compliance column. The Days column displays the number of days, if any, that the subscription was extended because of the complaint. The Digital field indicates whether digital access was offered to resolve the complaint, and the Access field indicates if the digital edition was actually accessed by the subscriber.
Complaints can also be exported (via the export checkbox). The export format is defined in File Map. You can define a detail format or a summary format. You must create a file map before you can export complaints.
Select Complaint from the Route menu to display the Complaint Report window.
Click Add and complete the following fields.
PRODUCT
setup
Enter the publication or TM product that should be included in the report (enter “*” to multi-select products).
DATE TYPE
predefined
Specify whether the date range that will be entered refers to the incident date, entry date, or process date of the complaints.
START DATE END DATE
date
Define the period the report should cover.
ALL COMPLAINT CODES
yes/no
Indicate if all complaint codes should be included in the report.
COMPLAINT TYPE
predefined
Indicate if you want normal, formal, or both complaint types to appear on the report.
COMPLAINT CODE
setup
If you did not select All Complaint Codes, enter the complaint code to include in the report. Enter “*” to multi-select codes.
DELIVERY TYPE
predefined
Indicate which delivery types should be included in the report: route, mail, unassigned (for example, complaints from non-subscribers), or all.
SELECTION TYPE
predefined
If you entered route in Delivery Type, this and the following two fields will open. Indicate whether the report should include specific areas, regions, zones, districts, or routes. Enter all to include all routes.
DISTRICT OPTION
predefined
If a district should be sorted by district manager, enter detail here. Otherwise enter summary. For example, if a new manager is assigned within a reporting period and “detail” is selected, information for the old and new district managers would be reported separately.
SELECTION
setup
Enter a particular route, district, zone, region, or area (depending on the selection type entered above) to include in the report, or enter “*” to multi-select.
INCLUDE DISTRICT RECAP
yes/no
Enter “y” to include a district recap at the end of the report.
EXPORT
yes/no
Indicate if you want to export complaints. If you select this checkbox, the remaining fields will become active.
FILE FORMAT
setup
Select the file map to use for this export. A file map must be set up previously.
FILE NAME
open
You can accept the default file name or modify it.
FILE OPTION
predefined
Select append (add to an existing file with the same name) or replace (replace the existing file).
Click OK and then Continue to produce the report.
