TR

Feedback & Communication

Complaint Ownership and Closure

Complaint opened → assign owner → resolve → confirm closure

Assign a new complaint to the right owner and follow it through resolution and, where required, customer confirmation.

  • Escalation & Exception
  • Email
  • In-app message

18 steps · 5 decisions · 2 exits · 2 handoffs

Open the canvas

Flow structure

  • 18 steps
  • 5 decisions
  • 2 exits
  • 2 handoffs

Core rule

Keep the issue open until ownership and the conditions for closure are clear.

Trigger

An actionable complaint is opened.

Segment / Eligibility

  • Customers with an open complaint requiring ownership and resolution.

Journey KPIs

  • Resolution rate
  • Confirmed closure rate