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Infographic: Are you really delivering complaints excellence?


The Complaints Outlook 2019 is almost here, raising serious questions around the efficiency and quality of complaints handling across the UK. 

Firms should now be asking themselves, "are we really delivering complaints excellence, or just saying we are?"

Through our research for the upcoming Complaints Outlook 2019 we uncovered a worrying universal truth. Businesses across all sectors believe they are offering a great complaints experience, but customers are not impressed. THE DISCONNECT BETWEEN FIRMS’ SELFREPORTED COMPLAINTS EXCELLENCE AND CUSTOMERS’ TRUE EXPERIENCE COULD NOT BE MORE STARK.

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