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