Handle with care: an analysis and toolkit to improve complaint handling (July 2012)

Description

Based on data from the UKCSI, this research report is a strategic and practical guide for anyone involved in complaint handing, or seeking to understand what causes complaints and what influences satisfaction with complaint handling. It includes insight into the state of complaints in the UK, why customers do or don’t complain if they have a problem, what issues customers complain about and what drives satisfaction with complaint handling. It also contains comparisons across 13 sectors, as well as a checklist of actions for organisations to consider in building the ideal complaint handling process.