Receiving customer complaints can cause a lot of issues for your business due to the popularity of social media where people can easily share their issues or concerns about your…
complaints tracking After working with and speaking to several companies in the food & drinks industry regarding customer complaints and how they are managed within the business I was surprised at the number of businesses that do not have a reliable process or system of monitoring how much customer complaints are costing them and how they should be tracked from start to finish to ensure customer satisfaction.
It would appear that trading standards and their role in reducing food safety risk /complaint reporting should be valued.
Now it would be hypocritical of me to question the adoption of technology based solutions I to tend to worry that the impact on food businesses complaint investigation & complaint reporting systems will need to be carefully through as this is likely to be another source of "negative feedback" and is yet another factor to be considered from a brand protection perspective.
A great step forward in the tool set available for food businesses to risk assess and manage agents and brokers, well done BRC. It will be interesting to see which agents and brokers adopt this and which drag their heels.
Another example of how QADEX are enabling step change improvement in customer service.
More time needs to be spent by some food businesses to calculate the "total cost" of complaints in their business. I think many would be shocked with the answer.