HUNTSWOOD_RCX_OnBLACK 1
  • Capabilities

    Capabilities

    Huntswoodโ€™s suite of client services provide the people, processes and technologies your business needs to succeed, all supported by advisory expertise

    • Complaints excellence
    • Customer contact centres
    • Offshore customer support services
    • Recruitment process outsourcing
    • Past business review and remediation
    • Customer servicing
    • Operational resilience and continuity
    • Regulatory risk and assurance
    • Advisory services
    • Resourcing and recruitment
    • Outsourcing
    Linkedin
    Complaints

    Complaints Outlook 2024

    Our latest Complaints Outlook research report provides your firm with actionable insight for every stage of the complaints journey

    Learn More
  • Industries

    Industriesโ€‹

    We help clients transform their business to drive better customer, compliance and commercial outcomes

    • Financial services
    • Utilitiesโ€‹
    Linkedin
    Hunstwood

    We are Huntswood

    Learn more about Huntswood’s experience, high quality resource and bespoke solutions.

    Learn More
  • Company

    Company

    • Contact us
    • Media centre
    • Life at Huntswood
    • Environmental, social and governance
    • ResultsCX

    About Huntswood

    • About us
    • Our leadership team
    • Our client relationship directors
    • Our partners

    Off Payroll (IR35) Working

    • Off payroll (IR35) working - FAQs for clients
    • Off payroll (IR35) working - FAQs for associates

    Policies and Reports

    • Modern slavery statement
    • Huntswood tax strategy
    • Covid-19 workplace risk assessment
    • CXP gender pay gap
  • Insights

    Stay informed. Stay ahead.

    • All
    • Articles
    • Case studies
    • Regulatory updates
    • Whitepapers
    • Infographics
    • Videos and podcasts
    Linkedin

    Business outcomes
    that underpin your growth

    Watch video
  • ResultsCX
Recruitment

Learn to love your complaints

Resources

Article

Date

August 14, 2014

BACK TO ALL POSTS

Learn to love your complaints

Share

If you want to get โ€˜up closeโ€™ to your firmโ€™s culture, then look no further than your complaints team and take a visit.

Meet the people, have a good look at your root cause analysis data and if itโ€™s doing its job properly it will tell you a great deal about your organisationโ€™s โ€˜tone from the topโ€™ and how that is working for and against your customers.

Rather than spending vast amounts of your marketing budget on expensive customer surveys, turn your attention to your major root cause categories. They will unveil a wealth of information about your products, pricing, staff and services.

In such a review one FS firm could attribute 76% of its complaints directly to staff related issues and therefore could be prevented. Poor service, misleading or inaccurate information, admin mistakes or missed deadlines were all at the root cause and a programme was developed to half the number over 12 months. In addition, in todayโ€™s savvy world, 25% of customers who have a negative experience share their thoughts via social media! Thatโ€™s not a league table anyone wants to be at the top of. (Source: Which?)

High profile visits to your complaints team also boosts morale and says โ€˜we careโ€™, which also emphasises the holy grail of customer centricity that we are all in pursuit of.

So why delay? Organise at least one executive visit a month and fall in love with your unhappy customers. They know where your bodies are buried and have taken the time to tell you. So why not dig them up and cure them at the root cause โ€“ that is your gift and privilege!

Home
About us
Insights
Contact us
ResultsCX
Privacy Policy
Cookies
Terms and Conditions
Modern Slavery Statement
Carbon Reduction Plan
Promotion of Access to Information Act (PAIA)

ยฉ2025 All Rights Reserved. Huntswood. A ResultsCX Company.

Privacy Policy
Cookies
Terms and Conditions
Modern Slavery Statement
Carbon Reduction Plan
Promotion of Access to Information Act (PAIA)