Maintaining high levels of customer satisfaction is critical to a successful business, and professional complaint management is an essential tool to ensure this. Companies have long known that poor handling of customer complaints can lead to customer churn, lost sales, and damage to the company’s image. How can customer satisfaction be measured continuously, and how can effective complaint management be put into practice? What solutions can be used to successfully manage customer dialog?
Why customer complaints are good for business
Customer complaints are preceded by unfulfilled expectations and the resulting dissatisfaction. However, each complaint also presents an opportunity to improve existing processes and directly influence the success of the company. Once a company is aware of this, immediate and sustainable redress can be achieved through customer-oriented action. This requires that both management and employees recognize the relevance of the issue. Forward-thinking companies that are self-reflective and actively seek solutions to gather feedback and listen to the voice of customers can ensure high service quality in the long term.
Know what customers want
A complaint management system needs feedback in order to function. To turn complaints into praise, the customer must therefore have communication channels available at every touchpoint of the Customer Journey to easily pass on criticism, ideas, and praise to the company. The establishment of flexible multi-channel satisfaction surveys (online and offline, independent of location and device) also signals a willingness to engage in dialogue and significantly increases the response rate.
Why do only a fraction of customers complain in practice? The reasons are not a marginally lower willingness to complain, but more the often non-existent or inflexible complaint channels. A low number of incoming complaints does not automatically mean that customer satisfaction is high. Therefore, the more flexible the feedback options, the higher the willingness to participate and the volume of usable information!
Measure customer satisfaction and receive near real-time complaints alerts
A Complaint Management System enables the monitoring and control of the generated data
in order to be able to react quickly to complaints and to initiate and take appropriate measures:
While customer opinions can be obtained in a meaningful way via modern Enterprise Feedback Management Systems (EFM), data and information are systematically collected, processed and analyzed in a performance management system. In this way, a sustainable increase in service quality is achieved! The implementation is easy to realize with innovative technologies and appropriate support.
The Spectos Real-Time Performance Management™ Suite, combines both requirements: feedback is collected through multi-channel satisfaction surveys via the Spectos survey service. The ticket service enables the monitoring and structured handling of inquiries, requests and critical issues. Users receive comprehensive insight into all relevant key figures via user-friendly, customized cockpits and dashboards.
How to handle customer complaints efficiently: The Spectos approach
Successful handling of customer complaints could go like this: Customer satisfaction and consumer opinions are collected by phone, paper & pencil (we even offer services to digitize paper questionnaires), app, web and email.
Complaints are automatically created as tasks and processed quickly and seamlessly via an integrated ticket service. For the fastest possible and successful resolution, they are automatically assigned to the responsible department or employee according to previously defined rules. Real-time reports provide those responsible with an overview of the processing status and processing time. The ticket system enables the company to take immediate remedial action. In combination with the continuous monitoring and analysis of defined complaint KPIs, service quality can be controlled and optimized in the long term. QM reports and relevance frequency analyses can be created in seconds.
One advantage of the Spectos complaint management system is its cross-industry applicability. This is possible because the Spectos solutions are always tailor-made and developed in close cooperation with the customer. Spectos customers across all industries trust our structured and scientifically recognized approach.
High customer satisfaction is more than winning the hearts of customers
In addition to the continuous improvement of the company’s own service quality, a complaints management system contributes to the further development of the company. Furthermore, the rapid identification of problems at process level provides initial indications for continuous process improvements. Customer satisfaction is a decisive indicator of service deficits. Customers and stakeholders give you valuable information about your processes through feedback. The elimination of uncovered weaknesses has a significant impact on your future existence.
With a professional complaint management system, you create a basis for customer loyalty and the future repeat-use of the services you offer. The Spectos complaint management system also enables the systematic recording, processing, analysis, and evaluation of all concerns in one platform. In this way, the continuous improvement and innovation of your own processes in terms of customer orientation is achieved.
Interested in setting up your own customer satisfaction measurement system?
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