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

Industry News | 16/07/19

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