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Are you aware of the true cost of customer complaints and do you have a detailed complaints tracking system in place?

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.
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Product recall insurance not as expensive as thought

A report I read recently from an insurance company indicated that the premium for contamination insurance could be as low as £10,250 for companies £100m turnover and £24,275 for companies with £250m turnover. Margins are tight across the food industry but this seems like reasonable cost insurance for the potential value if something does go wrong.
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