Last week Christine Tacon, the Groceries Code Adjudicator, announced the results of a widespread survey about the code and the top substantive issues raised by suppliers. Topping the list is charges for delivery shortages, followed by customer complaint charges, forensic auditing, forecasting error charges, lump sum requests and packaging and design charges.
With customer complaint charges high on the agenda of disputes between suppliers and retailers, it is important to address this issue as quickly as possible. All businesses have to deal with complaints, but how they respond to and manage customer complaints can have a noticeable impact on sales.
Supplier charges for customer complaints can add up to a substantial amount of money for the business over time; managing complaints better can lead to fewer complaints (and charges), happier customers and an increase in repeat sales. Overall, effectively managing customer complaints is the key to saving money and building a positive company reputation; but how can you keep on top of complaints adequately?
Here at Qadex we are experts in customer complaint software, and have years of experience in dealing with demanding customers. The easy-to-use software is designed to enable change and improvement in the business, while drastically increasing customer satisfaction and boosting sales. Qadex Vision software is flexible, allowing each food company the option to choose which modules benefit their business and which tools aren’t relevant.
Here are the top ways in which the software aids complaint management:
• Detailed complaint investigation and management which uses business intelligence, data and tools to reduce complaints across the business
• Gathers complaints from a number of sources including email, social media, customer care centres and websites, to ensure all complaints are dealt with consistently
• Auto alerts to highlight a complaint level above trend, which can enable businesses to flag a faulty product or batch
• Complaint reporting suite which automatically crunches numbers and supplies graphs and trends for complain analysis.
If you don’t know how much customer complaints costs your business, it’s time to work it out – and you’ll be shocked. You can easily improve that figure by implementing an efficient customer complaint management software system; it will do all the hard work for you and leave you with more time to get on with running your business.
Want to learn more about managing complaints? Click here