Treating the complaints process as a rich source of strategic insight
Efforts to modernize customer relations are not a new phenomenon. In the past decade, regulators and consumers have recalibrated their expectations around how organizations, both within financial services and beyond, should handle customer complaints.
The Canadian federal government introduced the Financial Consumer Protection Framework (FCPF), under the supervision of FCAC, to enhance customer trust and confidence in banks. Protocols for complaints management are among the most significant changes demanded of banks.
Our new report – Constructive Criticism: Treating the complaints process as a rich source of strategic insight – explores the value organizations can unlock by using complaint data as a valuable source of insights to improve the overall customer experience, guide business decisions, and influence brand reputation.