Huntswood’s complaints outlook 2021 reveals customers’ top six needs in the complaints journey
Statistics | 13/01/21
Huntswood’s insight report, maps the emotional journey of customers through the complaints process. By pinpointing causes of frustration and anger, whilst celebrating best practice, the report provides financial services and utility companies with an indispensable guide on meeting and exceeding customer expectations.
The research demonstrates that firms who respond to complaints with empathy and clear communication have the opportunity to regain customer trust and earn customer loyalty.
