Firms reckon they handle complaints well but customers less sure - Huntswood

22% of customers satisfied with complaints handling

Sophie King
clock • 1 min read

Most firms tend to believe customers are satisfied with their complaints handling, yet nearly four in five customers are unhappy with the processes they have to go through, research by Huntswood has found.

In its Complaints Outlook 2019 report, which surveyed 31 firms, including 21 financial services firms, and 5,500 customers, the research and consultancy firm found three-fifths of firms (60%) believed customers were satisfied with their complaints handling. Just 22% of customers agreed, however. Indeed, nearly three-quarters (71%) of customers said they were dissatisfied with the empathy of the staff members they interacted with and a similar proportion (70%) were dissatisfied with the knowledge of those staff members. The research also found two-fifths (43%) of firms thought they res...

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