Customer Complaint and Service Claim Resolution Process: Performance Benchmarks

Customer complaint groups have a difficult - and critical - job handling service claims while trying to maintain good customer relations. Leading organizations manage their customer complaint and claim resolution systems to quickly resolve problems, win back customer loyalty -- and spot trends and insights that drive process improvements.

Best Practices, LLC designed this study to help companies meet this challenge. Specifically, this research document examines performance benchmarks for complaint and service claim resolution processes. The study will help customer service-focused groups reduce claim volume and cost, improve supply chain effectiveness and achieve maximum customer satisfaction. The study also probes key strategies and tactics for translating Voice-of-the-Customer and customer complaint data into business insights and improvements across organizational channels.

Industries Profiled:
Manufacturing; Medical Device; Pharmaceutical; High Tech; Telecommunications; Consumer Products; Diagnostic; Energy; Health Care; Biotech; Utilities; Shipping; Diversified; Aerospace; Financial Services; Chemical; Technology; Insurance; Defense; Automobile; Retail; Research; Internet; Computer Hardware; Computers; Science


Companies Profiled:
3M; Abbott Laboratories; Amway Global; Agilent Technologies; Alere; Ashland Inc.; Autoliv; Avaya; Avery Dennison; Baxter Healthcare; Bayer Healthcare; British American Tobacco; Cargill Corn Milling; Chevron; Coca-Cola; Cooper Power Systems; Depuy; Douglas Pharmaceuticals; Dow Corning; Edwards Lifesciences; Exel; FedEx; Fresenius USA; Inc.; GE; Genentech; Genzyme; GlaxoSmithKline; Hewlett-Packard; Hospira; Johnson & Johnson Health Care Systems; LORD Corporation; Lubrizol; Markem-Imaje; MedImmune; NAMSA; Netcom; NextGenTel; Novartis; Pyrotec; Redcats USA; Roche Diagnostics; Rockwell Automation; SABIC Innovative Plastics; Sandhill Scientific Inc.; Sartorius Stedim Biotech; Sazerac Company; Sigma-tau Pharmaceuticals; Solvay Advanced Polymers; Sun Motor Group; Tata Motors; Telecom New Zealand; Terasen Gas; Thermo Fisher Scientific; W.R. Grace

Study Snapshot

The research employed a data gathering approach that reaps quantitative & qualitative data from 60 training & development executives from 58 leading companies. In addition, deep dive interviews were conducted with several participants to harvest additional key insights.

Key topics include:

• Study Overview
• Key Findings
• Complaint Resolution Groups: Structure, Roles & Responsibilities
• 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

Late Deliveries Were Ranked 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. Tracking and resolving Product Quality complaints also represents a key focus area for many complaint resolution groups.

• CRM Integration across Key Functions Is Rare: The vast majority of benchmark companies do not use a CRM system that is well-integrated across key internal functions. For critical facets of complaint resolution, including scanning and storing complaint information, trend tracking, and advanced analytics – a majority of company’s utilize a non-CRM software system. Some companies still use a manual, paper-based system for many components of complaint resolution.

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