EXCEPTIONAL FIRMS DELIVER EXCEPTIONAL COMPLAINTS EXPERIENCES
In highly regulated sectors, it can be difficult for firms to differentiate themselves. When all of your competitors sell, more-or-less, the same product or service, the key to becoming a stand-out customer favourite is delivering exceptional customer experience – at every stage of the journey.
One key point of the journey where your firm can make a significant impact on customer retention, advocacy and satisfaction is when a customer makes a complaint.
Huntswood is the UK’s leading consultancy and resource supplier in the field of complaints. We are dedicated to helping you deliver satisfying experiences for your customers, especially in circumstances that other firms might shy away from.
So how do we help you deliver Complaints Excellence? Our blended approach combines people, process and technology and has already led to impressive results in many of our clients’ customer service and complaints departments.
Supporting the UK’s largest energy provider to clear a significant complaints backlog
Huntswood was engaged to support in clearing a backlog in complaints as well as taking on a portion of BAU work
Our research shows that the most effective way to turn a complainant into a loyal advocate for your business is to resolve their complaint quickly, completely and without unnecessary friction. If you can achieve complaints excellence, your firm will be well on the way to leading the field and improving the bottom line.
Customer retention rates are tied closely to the average time it takes for complaints to be resolved, with customers more likely to stay if they receive immediate resolution than if they have to wait.
The FCA have published the final findings of their General Insurance Pricing Practices Market Study and have set out a package of remedies to address the concerns identified
Building a methodology for establishing, monitoring and responding to customer outcomes now, will help firms to deliver better value for money to customers in the future
Listen to our experts delve into the wide reaching topic of pricing and value in the General Insurance sector
With the FCA feeling that firms have fallen short of regulatory expectations, what considerations should firms be looking at to put things right?
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