Our highly anticipated Complaints Outlook 2016 is based on many months of in-depth research: qualitative and quantitative engagement with 45 firms representing more than 80% of the complaints made in the second half of 2014, a national consumer study and insight from our own operational and regulatory experts. This unique approach has allowed us to get underneath the skin of what consumers expect when they complain – and, in turn, how firms are responding.
All of the firms we spoke with believed that complainants can be turned into advocates for their business, yet only 12.5% were willing to rate their complaints handling process higher than compliant. With so much in the balance, who will step up to the challenge and lead the industry?
This report uncovers the seven key areas that firms should consider in assessing their own practices.