Complaints Surveys

The cost of a complaint does not end with the short-term costs incurred to put them right. If complaints are not handled effectively they can cause long-term damage to an organisation. Obvious costs include the amount of time employees are involved in handling and resolving issues. The real cost however is much greater when factors such as the impact on customer satisfaction, loyalty and the organisation's reputation are calculated.

Typically the number of complaints recorded by an organisation is far fewer than the actual number of complaints from customers. Some issues are not classified as a complaint by the organisation but they still cause irritation and dissatisfaction to the customer. The result of not looking at complaints from a customer's viewpoint is that organisations often underestimate the problem and continue to incur an invisible cost to their business.

Key outcomes from Complaint management survey

• Identification on true complaint volumes
• In depth understanding as to the nature of complaints
• Quantifiable impact upon the customer satisfaction and loyalty
• A measure as to customers. satisfaction with the complaints process
• An understanding as to the link between the outcome of a complaint and the process for its resolution
• Recommendations for the most effective way to increase customer satisfaction with complaint management processes

To learn more about how you can measure and track your complaints management processes in house look at The Leadership Factor's one day training course Complaints Management click here

Alternatively if you would like to speak to someone at The Leadership Factor about complaint handling surveys please contact Rachel Allen on 01484 467034 or email rachelallen@leadershipfactor.com