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5 Best Practices
Single User: Authorizes use by the person who places the order or for whom the order was placed.
Sitewide: Authorizes use of the report for a geographic site. All people at site can view the report for a year and copies can be printed.
Corporate: Authorizes use for the entire company for a year and copies can be printed. No limitations for usage inside the company.
• Listening to Customer Complaints to Glean Improvement Insights
• Service Claim Resolution Benchmarks
• Reducing Complaint Volume
• Complaint Process Automation & Analytics
• Driving Improvements via the Complaints Process
• Lessons Learned: Turning Customer Complaints into Business Improvements
Sample Key Findings
Most Companies Do Not Use Penalty Systems or Incentive Systems to Reduce Complaint Volume: Whether to provide superior service to key customers and accounts or to reduce the overall number of service claims filed, few companies employ a penalty system (12%) or an incentive system (20%). The processes and benefits of these systems are therefore not well-established. When dealing with both key customers and problematic customers on claim issues, companies generally adopt flexible approaches. In fact, only 6% of companies automatically deny late service claims from the latter group.
Non-Centralized Complaint Management Structures Are Common in Companies Providing High-Volume Customer Support: Companies that support a large number of product orders and manage hundreds or thousands of service claims per month tend to distribute complaint management across the organization in hybrid, and especially decentralized, management models. Companies employing a centralized complaint management structure managed an average of just 8,547 customer orders and 169 service claims each month. In contrast, companies employing de-centralized complaint management structure managed an average of 64,605 customer orders and 1,725 service claims each month.
Late Deliveries Are the Largest Source of Service Claims: Benchmark companies ranked late deliveries as the complaint category responsible for generating the largest number of service claims as compared to other claims types such as shipment errors, damages, and shortages. The tracking and resolving of Product Quality complaints also represents a key focus area for many complaint resolution groups.