Certified Supply Chain Professional (CSCP) Practice Exam

What percentage of customer complaints should ideally remain low for good product quality?

1. 20%

2. 10%

3. 5%

4. 1%

The correct answer is: 5%

Maintaining a low percentage of customer complaints is crucial for ensuring good product quality, as it reflects customers’ satisfaction and the effectiveness of quality control measures. A target of 5% is widely accepted in various industries as a benchmark for excellent product quality. This low percentage indicates that the vast majority of products meet customer expectations and do not have defects or issues that lead to dissatisfaction. A 5% complaint rate suggests that the company is effectively managing its production processes, identifying and addressing potential problems before they reach customers, and genuinely values customer feedback. Achieving such a low level demonstrates a commitment to continuous improvement and proactive quality management. Higher percentages, such as 10%, 20%, or even more, would indicate significant quality issues and likely point to systemic problems in the production or quality assurance processes. Companies aiming for excellence strive for the lowest possible complaint rate, with 5% being a practical threshold to achieve for good product quality.