Complaints Management
A significant 'moment of truth' in a customer’s relationship with their financial services provider occurs when the customer is given cause to complain. This gives the firm the opportunity to either impress or disappoint the customer, and is pivotal to the future relationship. Given that one in three UK consumers have made some form of complaint to their main financial services provider within the last two years, it is hardly surprising that complaint management has become a board-level concern. This is not just in terms of the direct cost of handling the complaint, but also the cost of losing an existing customer compared to the value that can be obtained from gaining their advocacy.
The ability to deliver a customer-led service, resolving an issue at the first point of contact through confident and empowered staff, is the most effective way of transforming complainants into advocates. This in turn can increase revenue generation, reduce costs and even reduce the incidence of complaints themselves.
Huntswood is leading the thinking and delivery of best practice complaints management solutions in the UK. We help our clients analyse and transform their end-to-end complaints management capability from front-office process improvement, culture change and training through to back-office management information, operational effectiveness and consolidation solutions. As a result we are able to deliver millions of pounds in financial benefits, improved staff confidence and most importantly, satisfied loyal customers.