Articles filed underCustomer complaint
Moncler and DKV don’t care about customer complaints
By Pierre-Nicolas Schwab •
Who said big companies are customer-centric and focused on customer satisfaction ? Besides firms which tweak their satisfaction surveys to obtain better results (see the example of Belfius), others simply seem to ignore the basic principles that ensure satisfied customers.…
Complaint handling in numbers : are customers really satisfied ?
Over the years I’ve collected a series of statistics about complaint handling. I call them “the metrics of dissatisfaction”. These figures reveal that despite 30 years of research in the field, hundreds of papers and books published and tons of recommendations,…
