How do you define a complaint?

Defining a complaint as any expression of dissatisfaction by a customer captures the essence of what a complaint is intended to convey. This definition recognizes that a complaint is fundamentally about the customer's feelings regarding their experience or service. Complaints often arise when a customer's expectations are not met, and understanding this allows organizations to identify specific issues or areas for improvement.

This definition clearly distinguishes complaints from suggestions for improvement, which are typically proactive and aimed at enhancing services rather than expressing discontent. Similarly, requests for information are inquiries rather than expressions of dissatisfaction. While negative feedback received via social media may contain complaints, not all social media interactions involve dissatisfaction; therefore, this choice is too narrow and situational. Defining a complaint broadly as any expression of dissatisfaction encompasses all potential scenarios where a customer feels let down, ensuring that organizations take them seriously and can respond appropriately.