• Level 1: Complaints Management in the Stone Age
• Level 2: Complaints Management is Medieval
• Level 3: Complaints Management is in the Renaissance
• Level 4: Complaints Management is in the Industrial Era
• Level 5: Complaints Management has reached "Peak Evolution"

Level 1 - Stone Age:  

• You don’t have or need any policies around handling complaints.
  
  
• You see complaints as a sign of failure.
  
  
• As far as systems go, you might have a spreadsheet - these aren’t the easiest or most reliable ways of systemising your complaints handling. Data entry is ‘clunky’ and prone to error.
  
  
• Processes - what processes?
  
  
• The way you handle customer complaints leaves much to be desired - customer satisfaction is... Through the floor.
  
  
• You don’t have any insights into improving your complaints management 

Level 2 - Medieval: 

• You’ve at least got a policy with an added layer of privacy for handling complaints in place (unlike Layers 0-1).
  
  
• But you too still view complaints as a sign of failure.
  
  
• You’re a little further along in the evolutionary scale and have an Internal Built Database to systemise your complaints handling - it’s not the easiest thing to use.
  
  
• You’ve managed to implement basic processes to handle complaints
  
  
• Customer satisfaction is slightly better than Levels 0-1 - but still LOW.
  
  BUT..
  
  
• You’ve figured out that extracting data from complaints is a good way to get insights to improvements.

Level 3 - Renaissance: 

• You’ve got policies that centre around legal compliance.
  
  
• Unfortunately, you still see complaints as a sign of failure.
  
  
• Your system is further along, you use a CRM or Helpdesk.
  
  
• Your process for handling complaints is ‘Better’ than Levels 0-2.
  
  
• Customer satisfaction at Level 3 has started to creep up a little and is now ‘OK’. (still far from ideal).
  
  
• Like Level 2, you’re aware of the value of data extraction to get insights for improvements

Level 4 - Industrial Era: 

• Your policy is in plain language and easy to understand.
  
  
•  You’ve finally evolved past seeing complaints as failures - you now view them as a ‘Fact of life’.
  
  
• You now have a dedicated Complaints system in place - BOOM!
  
  
• Customer satisfaction and processes have both surpassed the last three levels to at least be ‘Good’.
  
  HOWEVER...
  
  
• Your insights into improving the way your organisation handles complaints are still stuck at just extracting data.

Level 5 - "Peak Evolution":

• Congrats you’ve reached the peak of the evolutionary model (it doesn’t get much better).
  
  
• Your policies are easy to understand and written in plain language.
  
  
• You’ve finally evolved to the stage of viewing complaints as an opportunity to improve - not a point of failure.
  
  
• You’ve got a dedicated Complaints and Quality System in place to streamline the complaints process.
  
  
• Your processes adhere to best practices and your customers couldn’t be happier with the way you handle their complaints (well as happy as someone complaining can be..).
  
  
• You have an entire system in place to gain the most in-depth insights to improvement:
  Real-Time Alerts > CAPA > RCA > Change Events > Impact Monitoring

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