| Do you have a complaint log, where you are registering comments, suggestions and complaints from you customers? | | |
| If you have a log, do you read and analyze it regularly? | | |
| Is your staff afraid of reporting complaints to you? | | |
| Does your staff attempt to hide, if they make mistakes? | | |
| Is your staff encouraged to discuss failures with you and colleagues? | | |
| Do you have a procedure where you recognize customer who are delivering useful inspiration? | | |
| Do you have compensation procedures, if you make mistakes, and if the customers complaint? | | |
| Have you ever transformed the learnings from a complaint into a new procedures, processes or services in your company? | | |