Newsletters
Complaint management
Customer Experience Modelling
Can you quantify the cost of poor complaint handling or bad service? Yes! By using a technique known as CEM (Customer Experience Modelling) as part of your customer surveys you can measure the damage on customer equity of any bad customer experience. More UKCSI Complaints Results
The summer wave of the UK Customer Satisfaction Index produced very interesting complaints data. For results on problem experience, complaint handling and what makes the difference customer satisfaction with complaint handling,More New Cost of Complaints Report
In April this year the OFT published a major report into the impact of problems and complaints across all sectors of the UK economy plus insight into customers behaviour and experiences with the complaints process.More
