Complaint Management

Complaints management is vital to the profitability of your business. Customers who complain, and have a positive resolution, are far more likely to remain brand loyal than those who do not complain at all.

Research shows that:

  • 95% of customers who complain will buy again if they feel that the complaint was resolved quickly.
  • Customers whose complaints were satisfactorily resolved tell an average of 5 other people about the good customer service they received
  • Customers who complain and are satisfied are up to 8% more loyal than those who did not have a problem
  • A 5% increase in customer loyalty can result in a 100% increase in profitability
  • Complainants are your best advocates, with 40% of them going on to consider buying further products if they feel satisfied with how you manage complaints.

Complaint data is incredibly valuable for any organization. Complaint management is not just about handling complaints well, it is about using the data to understand the root causes of issues, identifying areas of concern and utilizing this information to deliver improvements across your business.

CDC Respond provides a flexible and responsive enterprise-wide complaints management platform. By using CDC Respond you will be able to:

  • Increase customer satisfaction
  • Reduce customer dissatisfaction
  • Improve operational efficiency
  • Enhance the customer experience
  • Facilitate organizational learning
  • Drive strategic business change