Customer complaints, a measure of customer dissatisfaction, are tracked through the CRM data system. NuGrain has
received only nine formal customer complaints in the past eight years: four concerning research progress, two concerning
access to research sites, and three concerning other minor issues. Within its four-hour target, NuGrain processed each of
these complaints and reached agreement on a resolution with the customer. These results reflect the success of its complaint management process and its Irritant Program; NuGrain is the only GOCO that maintains a system to proactively capture
customer “irritants” before they become complaints or lead to dissatisfaction.