A Web-Based Complaint Tracking System for Improved Customer Service

This research paper presents the complete development, structure, and evaluation of a Web- Based Complaint Tracking System (CTS) designed to improve organizational ser- vice quality, customer satisfaction, and operational transparency. Traditional complaint-handling processes often fail due to delays, lack of systematic tracking, human error, and absence of accountability. The CTS addresses these challenges by providing a centralized digital platform that allows users to submit complaints, track their progress, and receive timely updates. Administrators are able to categorize, assign, escalate, and monitor cases effectively, while staff members can update complaint statuses and communicate resolution steps clearly. This study documents the methodologies used, system architecture, user interface design, implementation details, and performance evaluation results. The overall analysis demonstrates that the CTS significantly reduces resolution times, enhances customer engagement, and strengthens administrative control over complaint workflows.