The five most useful complaints management KPIs are first response time, time to resolution, reopen rate, top root causes and escalation rate. Together they show how fast you respond, how well you resolve, and what is driving complaints in the first place. 1. First...
A shared inbox gives everyone visibility, but it doesn’t give anyone accountability. For customer complaints, that gap creates five shared inbox risks: no ownership, no audit trail, no deadlines, dependence on individuals, and no reporting. Risk 1: No clear...
For South African financial services firms, complaints management is both a customer-service function and a compliance obligation. Regulators expect firms to treat customers fairly, handle complaints consistently and be able to show evidence that they did. Why are...
The best way to handle a customer complaint is to log it immediately, acknowledge it quickly, assign one owner, resolve it with a clear explanation, and record the root cause. However, most businesses do the middle steps well and skip the first and last. As a result,...
Complaints management is the process of capturing, assigning, resolving and learning from every customer complaint in one place. When it’s done well, it gives a business a single record of each complaint, clear ownership, defined deadlines and an audit trail....
