Track and analyze product quality claims across all categories, focusing on claim volumes, resolution times, and customer satisfaction to improve product quality and customer service effectiveness.
Report Objective
Monitor and evaluate quality claims trends across textile and leather product categories, identifying patterns in defect types, analyzing resolution effectiveness, and measuring customer satisfaction with claim handling processes. This monthly analysis supports continuous improvement in product quality and customer service operations.
Claims Volume and Frequency
Trend analysis of total claims and claims per thousand units sold
Questions to Consider:
How has the overall volume of quality claims changed month-over-month?
Are there seasonal patterns in claim volumes?
Which product categories show concerning trends in defect rates?
What is the relationship between sales volume and claim rates?
What is the month-over-month change in total claims?
Are there any seasonal patterns in claim volumes?
How does current volume compare to same period last year?
Is the rate of claims increasing or decreasing relative to sales?
What is driving any changes in the claims rate?
How does the current rate compare to quality targets?
Resolution Performance
Analysis of resolution times and satisfaction scores by resolution type
Questions to Consider:
What is the trend in average resolution time?
Which resolution methods yield the highest customer satisfaction?
Are there specific product categories with longer resolution times?
How do different resolution approaches impact customer satisfaction?
How has resolution time changed month-over-month?
Are we meeting our service level agreements?
What factors are impacting resolution speed?
Which resolution methods result in highest customer satisfaction?
Are there opportunities to optimize resolution approach?
How can we improve satisfaction for lower-scoring methods?
Product Category Analysis
Breakdown of claims by product category and corresponding defect rates
Questions to Consider:
Which product categories have the highest defect rates?
Are there specific quality issues common to certain categories?
How do defect rates compare to industry standards?
What is the financial impact of claims by category?
Which categories have the highest defect rates?
How do rates compare to quality standards?
What patterns exist in types of defects by category?