Complaints Service Benchmarking

 

CSBA, as part of a targeted review, has assessed customer complaint satisfaction for 50 organisations by ‘mystery shopping’ their contact centres. Approximately 500 surveys were conducted and run through CSBA’s Complaint Satisfaction Model providing insights on the organisation’s relative strengths and weaknesses.

 

Of the 50 organisations surveyed, City of Greater Geelong was the top ranking for Customer Complaint Satisfaction Service.

 

Many organisations view complaints as bad for business, but encouraging complaints helps identify service issues, which once rectified can produce great financial benefits for the company.

 

The best measure of a successful complaint management process is – are the customers completely satisfied with the complaint process and are they satisfied enough to be retained as loyal customers.

 

A copy of the report can be purchased for $495 + GST from Bianca, by telephone on 03 9605-4900 or by email at info@csba.com.au.

 

 

For further information or to see if your institution was included in our survey, contact: Allison Collier, Associate on (03) 9605 4900