Product recall

Businesses can also monitor the percentage of products returned by dissatisfied customers and the number of product recall incidents. Rejects are identified before sale; returns and recalls concern products that have already reached customers or retailers.

A product recall is different: the business asks for affected products already supplied to customers to be returned or corrected because a problem has been discovered, such as a safety fault. A recall can affect many products, making it expensive to organise and potentially damaging the business’s reputation. Maintaining quality reduces the risk of such problems reaching customers.