Customer Remediation Complaints Insights

Gain powerful customer insights without maintaining extensive in-house analytics capabilities.

• Monitor key trends in your complaint types and volumes
• Identify potential issues in your complaints process
• Access powerful root cause analysis to help improve your front line processes and prevent complaints at source
• Have complete oversight of your complaints workload

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Get an executive level overview of all complaint activities together with a full breakdown of redress costs.

• A snapshot of your key metrics gives full oversight of complaints performance
• Easily identify trends and ensure compliance with regulatory and business SLAs
• Pin-point areas where additional training or resources are required
• Reduce costs by identifying the root causes with the highest redress payments for business improvements

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Drill down into root causes and emerging trends to improve operational effectiveness and prevent problems before they become a bigger issue.

• Get an early warning of emerging problems to prevent expensive remediation or complaints redress in the future
• Identify the root causes behind the largest volume of complaints to help improve business operations and customer satisfaction.
• Reduce costs by focussing on areas where the greatest redress is being paid.
• Easily reveal trends in increasing and decreasing complaint volumes.

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Fully understand your operational effectiveness against key regulatory and business performance requirements.

• Track speed of response times against key objectives and regulatory timeframes and identify areas for improvement.
• Prevent regulatory breaches by getting early warning of any dips in performance.
• Review all FOS referrals and overturn rates to pinpoint any changes required to the complaint handling approach.
• Identify any process inefficiencies or customer miscommunications for operational improvement programmes.

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