In our latest Complaints Outlook report, we have turned the six key themes from last year’s research into three fundamental principles that a firm needs to do well in order to deliver a successful complaint journey for their customers.
If firms do these well, we can show that you that customers end up feeling very valued, happy and will remain a loyal customer. Conversely if firms get it wrong, they will end up with customers feeling contempt and anger, who are likely to leave and never come back.
Download the report now and read what best practice complaint handling looks like, along with detailed insight to inform operating model design based on real-life customer experiences.
Complaints Outlook 2022 Launch Event
Register to attend our launch event and gain further insight into how your customers' emotions impact their actions, to help you maximise customer advocacy and retention