Complaint Management

Complaints are rarely just "moaning". Rather take a complaint as an opportunity for change! If there really is something to the complaint, be thankful for the hint, draw your conclusions and take corrective action.

Ideally even go as far as to thank customers for the appeal, because you might have forgotten about an important precaution or it’s something that has drawn your customer's negative attention for the umpteenth time, a circumstance that certainly bring your services or products into disrepute.

Question: Do you believe that our revamped service stations along State Highway 1 have developed their significant better standards within the past years without complaints?

Of course, you can also ignore complaints. But how long? Hopefully not long enough to lose your customers, suppliers or employees confidence and motivation. With any luck not that long. Use complaints as an opportunity; actively ask whether and how things can be improved.

The differences between complaints, suggestions and concrete ideas are can be somewhat fluent, so why not channel a complaint into a specific suggestion for improvement? You will certainly receive useful suggestions.

Benefits of complaint management at a glance

• Quick and easy development of survey
• Supporting various types of questions
• Customise with your corporate design
• User-defined content and wording
• Multi language capability
• Automated analysis of survey responses - this will save much time and reduce manual errors
• Reporting per question groups, individual issues, etc.
• Graphical analysis of survey
• Interfaces for quick data export Excel, XML or CSV