Complaint Handling Processes

For clearer, more human complaint process that speeds up responses and improves satisfaction.

Is your complaint process easy to follow and effective?

Are your users frustrated by slow complaint resolution?
Are the required steps and documents consistent across all channels?
Are you finding it hard to measure how effective your process is and decide what to improve first?

These problems can hold back your operations, affect satisfaction, and make it harder to innovate.

Complaint handling is often seen as complex and frustrating.

Your teams may have a hard time responding quickly and effectively while also meeting internal expectations and regulatory requirements.

With a clear and well-structured complaint handling process, you can:

Reduce processing times by simplifying and standardizing each step of the process, so you can respond more quickly to complainants.

Improve the quality of responses by reducing errors, inconsistencies and omissions through better information and tool management.

Meet regulatory requirements by documenting and standardizing your process to avoid non-compliance.

Turn complaints into opportunities by analyzing trends and recurring pain points to improve your services or products.

Mapping your current process.
We take an in-depth look at your complaint handling workflow. We identify key stages, roles, and the tools and channels you use (email, phone, online, and others).
Identifying friction points.
We highlight the obstacles and inefficiencies that slow down responses or create frustration for complainants, employees, or any other users involved in the process.
Workshops and interviews with your teams.
Together with your teams, we build a clearer picture of the specific challenges you face and identify solutions that fit your culture and goals.
Strategic recommendations.
We provide clear and practical recommendations and group them by level of importance and urgency. This helps you plan, integrate, and follow through on improvements more effectively.

A report of approximately 10–15 pages, depending on your needs.
This report includes the following elements:

A map of your current processes

This overview includes identifying the key steps of the process, the people involved (internal and external), the documents and tools linked to the process, and the channels used (email, phone, online, etc.).
Identified friction points

Example of a friction point: Users don’t know where they are in the process, which creates confusion and frustration. “This is the third time I’ve had to go through inefficient procedures. I’m frustrated that there is no follow-up.”
Our recommendations

Mock-ups, diagrams or examples of concrete solutions accompany our recommendations to support implementation. Example: We suggest creating a progress scale so users can easily understand where they are in the process. For each step, we give additional information about the actions users need to take.
An action plan

We rank the recommendations by level of importance and urgency to make planning, integration, and follow-up easier. This prioritization also helps you quickly improve the critical elements of your complaint handling process.

It’s very simple. All of our clients started by talking to us.