Preventing complaints from escalation

Often complaints are escalated to the ombudsman because a firm does not have a clear process for the customer to complain and manage.

 

Here are some of the ways complaint barriers can be reduced:

  • Regular monitoring of customer satisfaction, such as through quick satisfaction surveys allow the customer to give feedback
  • Keeping channels of communication as open as possible and working to ensure that it is easy for customers to get in touch through the channel of their preference
  • Closely monitoring social media for any evidence of customer dissatisfaction and actively engaging with them and providing solutions. 
  • Foster strong integration and close ties between the contact center and complaints department  
  • Consistently tracking and reviewing insights from your customer sentiment data 

Ways to reduce the number of cases that get to the ombudsman stage in the first place:

  • Discover the source of the issue through root cause analysis
  • Evaluate the claims that reached the ombudsman: were they dealt with correctly by customer service and what could have been done differently 
  • Quality assurance and outcomes testing. It is crucial for senior management to have accurate, timely and robust management information
  • Making the tradeoff between compensation to the customer and escalation to Ombudsman
  • Benchmarking current complaints processes to industry standards and examining areas for improvements