What’s M3AAWG’s guidance for complaint monitoring cadence?
M3AAWG guidance suggests monitoring complaint rates continuously with immediate alerting when thresholds approach. Real time or near real time FBL processing enables rapid response to complaint spikes.
Daily review of complaint rates provides regular oversight. Weekly trend analysis identifies patterns that daily checks might miss. Monthly or quarterly deep dives examine root causes and systemic issues.
The key is catching problems before they cause lasting damage. A complaint spike addressed within hours has less impact than one discovered days later. Cadence should enable timely intervention.
Was this answer helpful?
Thanks for your feedback!