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Spot the problems your customers complain about most
A simple complaints log in a spreadsheet plus a monthly AI review that shows your top issues, trends and the fixes worth making first.
When to use it
Log as you go, review on the first Monday of each month
Step by step
Create a complaints log
Make a sheet with columns: Date, Channel, Category, What went wrong, What we did, Resolved (Yes/No). Add a dropdown for Category using Data validation in the Data menu.
Log every complaint briefly
Add one row per complaint in a sentence. Leave out names, emails and order numbers so the sheet stays safe to share.
Set a monthly reminder
Create a recurring Google Calendar event on the first Monday of each month called 'Complaints review'.
Ask AI to find the patterns
Copy the last month's rows and paste them into your AI assistant with this prompt.
Prompt to copyHere is my customer complaints log for [month]: [paste rows]. Columns: Date, Channel, Category, What went wrong, What we did, Resolved. Please: 1) give a table of complaint types with counts, most common first, 2) say what changed compared to last month: [paste last month's top 3 or 'first month'], 3) pick the 3 problems where one fix would prevent the most complaints, and suggest a practical, low-cost fix for each, 4) flag any complaint left unresolved for more than 7 days. Keep it under 300 words.Pick one fix
Choose one change to make this month and note it at the top of the sheet so you can see if complaints drop.
What you get
Top issues in March: Late delivery (11), Wrong size sent (6), Website checkout error (4). Change: late delivery up from 5. Best fix: add a dispatch-date note on product pages during busy weeks. Unresolved over 7 days: 2 (rows 14, 22).
Tips
- Excel works just as well; use a drop-down list for Category so the counts stay tidy.
- Share the one-paragraph summary with your team; it's often the push needed to fix a long-running issue.