Once the conflict is resolved, you need to assess the customer's satisfaction level. To do this, you can conduct surveys where the client can express their opinion. In the sales area, CRM systems are usually used, which provide the ability to collect feedback.
Questionnaire. The classic form of the questionnaire includes a series of theses or questions that the buyer can answer using a rating scale or by providing his own comments. This method allows you to assess the level of his satisfaction after reviewing the complaint.
Telemarketing or e-mail distribution. Another option is personal calls to customers. This task can be performed by call center employees who call all customers who contact the quality control department.
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The role of the claims department in the company
Let's look at the aspects that are influenced by the complaints department:
Customer satisfaction. The role job seekers data package of the claims department in forming and maintaining the company's customer base cannot be overestimated. Prompt and adequate response to complaints and claims helps restore the audience's trust, maintain reputation and strengthen the brand.
Quality control of products or services. The employees of the claims department monitor the frequency and nature of complaints, identify systemic errors in production or service processes. This makes it possible to take measures to improve the quality of products or services.
Quality assurance
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Feedback. The complaints department acts as a source of information about customers. Employees of this department know about product shortcomings, dissatisfaction with services and other problems of buyers. Based on this data, the company can make decisions related to the optimization of business processes and increasing the level of customer satisfaction.
Realizing growth potential. The faster and more efficiently the claims department works, the more new customers the organization can attract. A company that successfully manages claims can apply the knowledge and experience gained when promoting its products on the market, increasing competitiveness and realizing growth potential.
Why do you need KPIs for the claims department?
KPIs are key performance indicators that allow a company to evaluate the degree to which certain goals have been achieved. In the case of the claims department, KPIs help determine the effectiveness of the specialists involved in managing and improving the quality of customer service.
KPI of the complaints department
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Main parameters:
Time spent on resolving complaint issues.
Number of complaints per customer.
The percentage of complaints that were satisfied the first time.
Level of customer satisfaction with service quality.
Total number of complaints received by the claims department.
Identifying and using these KPIs will help you effectively evaluate the performance of your claims department and improve the quality of customer service.
To improve your key performance indicators, you should:
Conduct optimization of work processes in the department.
Train employees on how to interact with customers correctly.
Develop a customer-friendly system for filing and processing complaints.
Monitor and analyze KPI data to promptly respond and make improvements to the department's work.
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KPIs are used to accomplish the following tas