Definition The number of complaints compared with the number of orders or customers.
Example 45 complaints from 9,000 orders gives a complaint rate of 0.5%.
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Why it matters Rising complaints are an early warning of service or quality problems.
Where it is used Customer service reports and quality reviews.
How to calculate it Complaints ÷ total orders × 100
Worked example 45 complaints from 9,000 orders gives a complaint rate of 0.5%.
