Measuring Telco Complaints: Turning Data into Insights

By Barry Eeles

The Power of Data

In the realm of operations, data is more than just numbers; it’s a treasure trove of insights waiting to be unearthed. The measure phase is all about harnessing the power of data to quantify the scope of complaints accurately.

Let’s take a look at a few of the most powerful ways to use data when in the measurement phase.

Quantify Volumes and Patterns

To effectively measure the number of complaints, start by quantifying the volumes and identifying patterns within the dataset. Are certain types of complaints more prevalent during specific times or regions? Is there a correlation between service outages and customer dissatisfaction? Are there any other trends, outliers, or anomalies that should be investigated?

Utilize tools such as tracking systems, surveys, and analytics platforms to gather quantitative data. Visual representations, like charts and graphs, can make the data more accessible and highlight trends that you previously identified within the data.

Key Metrics and KPIs

In the measurement phase, it’s crucial to define key metrics and Key Performance Indicators (KPIs) that align with management goals. Metrics could include complaint resolution time, customer response time, and the percentage of recurring issues, among many others.

By establishing clear metrics, you create a benchmark for success and identify areas that require improvement. These metrics become the foundation for data-driven decision-making in the later stages of the Six Sigma process.

Unveiling Customer Feedback Insights

Customer feedback is a goldmine for understanding the impact of complaints on satisfaction levels. Dive into comments, reviews, and surveys to uncover pain points and areas of delight. Analyzing qualitative data alongside quantitative metrics provides a more holistic view of the customer experience, giving you a better idea of what needs to be changed or improved.

Tools and Techniques for Data Collection and Analysis

The measurement phase also involves selecting the right tools and techniques for data collection and analysis. Whether it’s surveys, interviews, or advanced analytics software, choosing the appropriate methods ensure accurate and meaningful insights.

Consider employing statistical methods to identify trends and correlations within the data. This adds a layer of depth to the understanding of Telco complaints and aids in crafting targeted improvement strategies.


As we navigate this important phase in the Six Sigma process, we recognize data is the compass guiding us toward impactful improvements. By quantifying complaints, defining key metrics, and delving into customer feedback, we pave the way for the Analyze and Improve phases.

How We Can Help

Contact Cartesian if you want to know more about how we can help apply the Six Sigma principals to your organization.

Click here to read our first post in this series, “Unlocking the Power of Six Sigma in Complaint Management”