Table of Contents
Complaints Management end-user requirements #
The complaints management module will enable the company to efficiently manage customer complaints related to the organization’s products and services.
Level 1 – Complaints Management end-user requirements #
| Ref. ID | End-User Requirement (Theme / Epic level) |
|---|---|
| X.1 | As a customer service manager, I want to implement a complaints management module as part of the quality management system so that all customer complaints can be easily managed, tracked, and resolved, leading to improved customer satisfaction and retention. |
Level 1 – Complaints Management end-user requirements Acceptance Criteria. #
| Ref ID. | Acceptance Criteria |
|---|---|
| X.1.1 | The complaints management module should be designed to support the tracking and management of customer complaints, including information such as the nature of the complaint, the customer’s details, and the resolution plan. |
| X.1.2 | The module should have the ability to automatically assign complaints to responsible individuals or teams. |
| X.1.3 | The module should have robust security features to ensure that customer information and complaints are accessible only to authorized users. |
| X.1.4 | |
| X.1.5 | |
| X.1.6 | |
| X.1.7 | |
| X.1.8 | |
| X.1.9 |
Level 2 – Complaints Management end-user functional requirements #
| Ref ID. | End-user functional requirements (User Story ) | Criticality |
|---|---|---|
| X.2.1 | As a customer service representative, I want to be able to log customer complaints in the system, so that we can track and resolve them. | High |
| X.2.2 | As a user, I want to be able to categorize complaints based on various criteria, such as product type, severity, and root cause. | High |
| X.2.3 | As a quality manager, I want to be able to assign complaints to the appropriate personnel, so that they can investigate and resolve them. | High |
| X.2.4 | Low | |
| X.2.5 | High | |
| X.2.6 | High | |
| X.2.7 | Low | |
| X.2.8 | Low | |
| X.2.9 | High | |
| X.2.10 | High |
Level 3 – Complaints non-functional system requirements #
Visit our non-functional system requirements page for an overview of non-functional system requirements.
