Is a complaint the same record as a nonconformity?

It is not, and squeezing both into one record loses both pieces of information. A nonconformity is a deviation we found; a complaint is what the customer told us — and the customer does not have to be technically right. Even an unjustified complaint is data: it shows the gap between what was expected and what was delivered. Kept apart, two questions can be answered separately: how often did we get it wrong, and how often did we fail to satisfy the customer. SenSight QMS keeps the complaint as the voice of the customer and links it to a nonconformity when there is one.