Service complaint
Give the relevant manager ownership and record the response.
Customer Feedback
Turn customer feedback into business improvement
Make it easy for customers to tell you what happened while the experience is still fresh. Use QR codes to capture complaints, compliments and suggestions, then manage the response through Keep Improving.
Feedback should lead somewhere
Place a QR code where customers experience your service. Complaints, compliments and suggestions can become managed cases with responsibility, actions and a clear record of the outcome.
How this works in practice
Compliment
Capture good service so positive experiences don’t go unnoticed.
Customer suggestion
Follow a practical idea through to a decision or improvement action.
Location patterns
Review feedback by site and area to understand what keeps happening.
A clear route from report to response
- 1
Report
Scan a QR code or open a public link and describe what you’ve noticed.
- 2
Review
An authorised user reviews the category, priority and access needs.
- 3
Assign
Give the right person ownership and set a deadline.
- 4
Action
Record the corrective or improvement work and track progress.
- 5
Verify
Check that the required action has actually been completed.
- 6
Close
Close the case with a clear record of the outcome.
- 7
Learn
Review recurring issues, positive reports and opportunities to improve.
Keep ownership and follow-up visible
Authorised users can set priorities, assign cases, record actions and notes, set deadlines, verify completion and retain a history of material changes. Public reporters don’t need a dashboard account.
Explore Case ManagementKeep a balanced view
Compliments, suggestions, good catches and good practice matter alongside concerns and complaints. Review positive reporting and recurring issues to understand what should change and what should be repeated.
Where Keep Improving fits
Keep Improving is for actionable feedback. It isn’t a CRM, public review-management tool, NPS platform or unrestricted survey builder.
Explore related pages
Questions about Customer Feedback
Do reporters need an account or app?
No. Public reporters scan a QR code or open a public link, complete the form and submit. Only authorised dashboard users log in.
Can a form change after a QR code is printed?
Yes. The permanent public route lets you change the linked form, wording or configuration without replacing the printed QR code.
Are public submissions limited?
No. Public submissions are unlimited and don’t consume credits. Free includes up to 5 locations. Paid plans include unlimited locations, while site, dashboard-user and active-QR limits depend on the selected plan.
Make reporting easier. Make action accountable.
Give people a simple way to report what they see, then give your team a clear process for following it through.