Reality of customer complaints experience at odds with financial service providers’ perception of service

Major new research from Huntswood provides insight for financial services firms, drawn from responses from over 5,500 consumers and intensive interviews with business leaders
• 60% of financial services firms believe their customers are satisfied with their complaints handling, while only 22% of customers actually report that they are satisfied
• 43% of firms believe they are resolving complaints at the first point of contact, while only 20% of customers claim that their complaint was resolved immediately
• 84% of customers said that they would change financial services provider as a result of a poor complaints experience.

Source: Huntswood
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