Customer complaint document profile
Track reported problems and desired remedies.
The Customer complaint profile helps you track reported problems and desired remedies. It belongs to the customer voice family.
Recognize the source
A grievance seeking resolution; distinguish allegations, company response and confirmed outcome.
Review the document itself before applying the profile. Similar labels, dates, parties, or amounts can appear in another document type with a different meaning. Use the source context to distinguish them.
Expected fields
Core fields form the profile’s main structure. Recommended and optional fields add supported detail. None of these designations permits guessing a value that is absent or ambiguous.
| Field | Type | Inclusion | Meaning and extraction rule |
|---|---|---|---|
| Product or service | text | Core | The source-stated product or service for this document and its identified subject. Copy exact source spans for this one scalar field, preserving their order, ownership and qualifications. Ordered spans may continue across segments. Do not synthesize a summary or combine unrelated fields or repeated records; return unresolved when the scalar meaning is ambiguous. |
| Reported issue | text | Core | The source-stated reported issue for this document and its identified subject. Copy exact source spans for this one scalar field, preserving their order, ownership and qualifications. Ordered spans may continue across segments. Do not synthesize a summary or combine unrelated fields or repeated records; return unresolved when the scalar meaning is ambiguous. |
| Requested remedy | text | Core | The source-stated requested remedy for this document and its identified subject. Copy exact source spans for this one scalar field, preserving their order, ownership and qualifications. Ordered spans may continue across segments. Do not synthesize a summary or combine unrelated fields or repeated records; return unresolved when the scalar meaning is ambiguous. |
| Complaint date | date | Core | The source-stated complaint date for this document and its identified subject. Normalize an explicitly stated date only when unambiguous. Do not infer missing day, month, year or timezone. |
| Case reference | text | Core | The source-stated case reference for this document and its identified subject. Copy exact source spans for this one scalar field, preserving their order, ownership and qualifications. Ordered spans may continue across segments. Do not synthesize a summary or combine unrelated fields or repeated records; return unresolved when the scalar meaning is ambiguous. |
| Company response | text | Optional | The source-stated company response for this document and its identified subject. Copy exact source spans for this one scalar field, preserving their order, ownership and qualifications. Ordered spans may continue across segments. Do not synthesize a summary or combine unrelated fields or repeated records; return unresolved when the scalar meaning is ambiguous. |
| Stated status | text | Optional | The source-stated status for this document and its identified subject. Copy exact source spans for this one scalar field, preserving their order, ownership and qualifications. Ordered spans may continue across segments. Do not synthesize a summary or combine unrelated fields or repeated records; return unresolved when the scalar meaning is ambiguous. |
| Channel | text | Optional | The source-stated channel for this document and its identified subject. Copy exact source spans for this one scalar field, preserving their order, ownership and qualifications. Ordered spans may continue across segments. Do not synthesize a summary or combine unrelated fields or repeated records; return unresolved when the scalar meaning is ambiguous. |
Missing, ambiguous, and repeated values
Missing or ambiguous fields remain null with a reason. Null is not zero, false, an empty statement, or proof that a document-wide fact does not exist. Inspect unresolved states and their supporting passages before accepting the table. This document type can contain repeated records such as complaints or issue items. The profile uses one row per document; do not compress repeated records into a scalar field or confuse a line value with a document-level total. Additional supported fields can be considered when the extraction experience allows them. Review their definitions and types explicitly; changing a field’s meaning requires a new extraction preview.
Review the result
Select evidence-backed cells and read the retained source. Text should preserve the relevant source spans and qualifications. Numbers and dates must be stated unambiguously and normalized safely; do not calculate unstated values or infer missing units, currency, scale, date parts, or time zones.
Verify the result against the captured document before acceptance. Source support does not independently establish perfect OCR, exhaustive field discovery, or correct domain interpretation.
See profile modes, table review, and captured evidence.