This is a new blog which will focus on measuring customer perceptions of complaints and complaint handling.
Most organisations put a lot of effort into their complaint handling process, but much of this effort is misdirected. We’re going to focus on how companies can use surveys and other data to improve the complaint handling process.
From the customer’s perspective, a complaint is a test of their supplier’s integrity. Get it right and you can win a customer for life; get it wrong and you’ll have an active antagonist warning their friends against you.
What makes a good complaints experience? It breaks down into three areas, more or less equally important, which we’ll look at in more detail over the coming weeks and months:
- The outcome of the complaint
- The complaints process
- The soft skills of your staff
Tags: Complaint Handling, customers, Surveys
