the number of complaints (in total / per product / per customer, etc.) the average time elapsed between the complaint request and actual treatment the average time between handling and resolution of the problem Customer satisfaction surveys are a great way to measure the effectiveness of your complaints management: CSAT or Customer Satisfaction: allows you to measure customer satisfaction following an act or service that has just been provided, on a scale of 1 to 5. CES or Customer Effort Score :
on a scale of 1 to 5, customers are asked to Turks and Caicos Islands Email List comment on the ease or difficulty of finding the answer to their question. NPS or Net Promoter Score : to express their overall experience of the services provided by the company. Collect customer complaints: the means According to the 2019 Customer Relations Barometer, 34% of companies surveyed used all channels at their disposal to manage customer relations.
These channels are: Face to face Phone Email Contact form Social networks: Facebook, Linkedin, Instagram, Twitter Self-care, FAQ Chatbot Instant messaging: chat, messenger, sms, Whatsapp Why is it important to offer your customers as many channels as possible? Because each user has their habits and preferences and these are continually evolving . It would be a shame to miss out on the opportunity to communicate with a dissatisfied customer simply because you have not set up the right channel for them.