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

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...