Download Application Fact Sheet: Confirmit for Complaints Handling

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Confirmit for Complaints Handling

Application Fact Sheet

It is an unavoidable fact of business - customers complain. Sometimes it is justified, sometimes not, but the way in which you respond to a complaint is often the difference between retaining and losing that customer. Furthermore, it may be the difference between turning that customer into an advocate for your business and letting them disparage you to friends and colleagues.

If a customer complains directly to your staff, at the time the problem occurs, then you have every opportunity to resolve the issue and ensure the customer is happy. But customers don't always do this. Lack of time, lack of opportunity or simply a feeling that there's no point, means that in general, only around 2% of customers proactively complain. This leaves you unable to turn them around, potentially losing a customer for no apparent reason.

When customer satisfaction is a key metric for measuring success, seeking out complaints seems counter-intuitive, but there is a real risk in not doing so.

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