Summary
With complaints centralized in Kadince, this webinar showed how to make that data work for every team that needs it. We walked through building custom complaint dashboards and reports tailored to different audiences, separating complaint types (like bank vs. insurance) with custom fields and filters, scoping visibility with custom roles so each team sees exactly what they own, and designing leadership-ready views that surface trends at a glance.
Whether attendees manage one complaint program or several, they left knowing how to turn a single intake process into reporting that serves the whole institution.
Downloadable Resource
Key Takeaways
Complaint reporting works in four layers — capture the data, build the report, frame it on a dashboard, and share it with stakeholders — and the real effort lives in the capture layer, not the building.
Keep intake forms simple for frontline submitters; categorization and enrichment belong to a back-end triage step, workflow, or AI rather than a more complex form.
Widgets are windows into saved reports, but they only inherit the report's filters — grouping, columns, and summary fields are set independently, so one report can power several differently structured widgets.
Start from the canned dashboard reports (click the big number on the Feedback tab) rather than building from scratch, then use Save As to clone a good baseline report into stakeholder-specific versions.
Save early, save often — and always retitle before saving, since a library of identically named "Detailed Complaints" reports becomes unusable.
Use custom fields only to fill genuine gaps (like a currency-type monetary relief field), and build "missing data" reports and widgets as a live cleanup checklist so nothing goes unreported to stakeholders.
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