Based on the latest round of research on complaints management, it was found that many firms are meeting the vital regulatory requirements but are failing to keep up with customer expectations.
To effectively pinpoint and remediate systemic issues, however, firms must be able to separate low-frequency, high-risk complaints from the vast amount of data they receive. Such complaints can reveal issues that exist in corners of the organization and go undetected for months or years before suddenly mushrooming into a full-blown crisis.
Identifying and remediating them are a tall order — and an industrywide challenge.
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