Unlocking the value in complaints
In today’s customer service landscape, firms are striving to glean deeper insight from their operations to inform strategic decision making, continually enhance customer experience and maintain trust in their brands.
When it comes to the overall experience you deliver, there’s no deeper wealth of knowledge in your business than that found in your complaints department. Here, you can identify the root cause of risks and issues across the business, from product design to the way you sell, and from the latest trends in customer contact to the accurate identification of vulnerable customers.
Our delivery of complaint handling solutions to global clients over the last 28 years, alongside our comprehensive firm and consumer research, means we are market leaders in complaints management, and we share our insight with the market to help our clients best serve their customers.
Download the 2024 edition of our Complaints Outlook, which delivers a comprehensive view of the complaints landscape and provides a rich resource for firms looking understand the opportunity within complaints; both from a customer satisfaction and revenue perspective.