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.
The Complaints Outlook is back
WE'RE EXPLORING THE EMOTIONAL IMPACT OF COMPLAINTS
Remote and home working at scale
We can provide clients with remote outsourced solutions that are optimised and secure and that cater for various scenarios without sacrificing our highest standards of operational excellence.
Our operations teams use dedicated project VPN profiles, ensuring work is segregated and delivered in-line with ISO27001 and our flexible solutions are supported with tailored policies and guidelines that manage our outsourced workforce in various settings.
Case study:
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
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.
Latest Insights
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Andy Sutherland joins Huntswood’s Zein Al-Bader and Paul Dyer to continue the discussion on the FCA’s Defined Benefit Pension Transfer policy updates, and its wider implications for the advice industry as a whole
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Improve your DB advice operating model to meet and exceed advice standards
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