Navigation Links
Elite Companies Excel by Using Customer Complaint Data to Drive Improvement in Service and Product Quality
Date:10/30/2012

CHAPEL HILL, N.C., Oct. 30, 2012 /PRNewswire/ -- Complaint resolution groups fulfill a key role not just in resolving customer complaints involving product and service issues, but also by capturing critical customer feedback from which to drive quality and continuous improvement in the supply chain and throughout the organization.

A recent Best Practices, LLC study, "Customer Complaint Resolution Excellence: Capturing Insights to Drive Business Improvements," will enable complaint resolution and quality leaders to assess how efficient and effective their complaint management organizations are in terms of handling complaints, reducing the volume and cost of service claims, and managing both key and problematic customer segments.

Sample key findings from this critical study include:

  • Most Companies Do Not Use Penalty Systems or Incentive Systems to Reduce Complaint Volume: Whether to provide superior service to key customers and accounts or to reduce the overall number of service claims filed, few companies employ a penalty system (12%) or an incentive system (20%).
  • Benchmark Companies Deny Only 21% of Customer Service Claims: Of these denied claims, study participants report an average denied claim recovery percentage of 51%. For companies currently recovering on less than half of the claims they deny, there exists a substantial portion "unrecovered" revenue on all of these denied claims. Increasing recovery percentage represents a valuable opportunity to significantly boost revenue.

This benchmarking study allows Customer Service, Supply Chain, Quality and Complaint Resolution executives and managers to see how best-in-class manufacturing companies manage their customer complaint and claim resolution systems to quickly resolve problems, win back customer loyalty -- and spot trends and insights that drive process improvements.

Key study topics include:

  • Complaint Resolution Groups: Structure, Roles & Responsibilities
  • Listening to Customer Complaints to Glean Improvement Insights
  • Service Claim Resolution Benchmarks
  • Programs for Reducing Complaint Volume
  • Complaint Process Automation & Analytics
  • Strategies for Driving Improvements via the Complaints Process
  • Lessons Learned: Turning Customer Complaints into Business Improvements

To access a free report summary, go to: http://www3.best-in-class.com/rr1184.htm.

For more information on this study and other recent primary research studies, contact us at 919.403.0251 or at bestpractices@best-in-class.com.

BEST PRACTICES, LLC is a leading benchmarking, consulting and advisory services firm serving biopharmaceutical and medical device companies worldwide. Best Practices, LLC's clients include all the top 10 and 48 of the top 50 global healthcare companies.

The firm conducts primary research and consulting using its comprehensive proprietary benchmarking tools and analysis. The operational insights, findings and analysis form the basis for our Benchmarking Reports, databases and advisory services to support executives in commercial and R&D operations.

Best Practices, LLC believes in the profound principle that organizations can chart a course to superior economic performance by studying the best business practices, operating tactics and winning strategies of world-class companies.


'/>"/>
SOURCE Best Practices, LLC
Copyright©2012 PR Newswire.
All rights reserved

Related medicine technology :

1. Par Pharmaceutical Companies Reports First Quarter 2012 Results
2. New Study Details Foreign Efforts To Lure Biopharmaceutical Companies
3. UBM Canon, the Global MedTech Authority, Partners with the World Medical Device Organization, WMDO, to Provide Medical Device Companies with Industry-Related Online Training Solutions
4. Par Pharmaceutical Companies to Report Second Quarter 2012 Results on August 2, 2012
5. Life Sciences Companies Webcast Live to Online Investors, July 12th, at RetailInvestorConferences.com
6. Info Graphic: Middle managers are frozen by information overload, costing companies millions
7. Par Pharmaceutical Companies, Inc. Shareholder Alert: Bernstein Liebhard LLP Announces Investigation Of Acquisition By TPG
8. Pharmaceutical Pricing and Reimbursement in Oncology - Payer Pressure to Justify Premium Pricing of Novel Agents, Pushing Companies to Risk-Sharing Modalities
9. Securities Lawyers at Goldfarb LLP Seeking More Money, Information for Stockholders of Par Pharmaceutical Companies, Inc.
10. PAREXEL Launches The PAREXEL BioPharm Unit To Meet The Critical Development Goals Of Small And Mid-Sized Biopharmaceutical Companies
11. Par Pharmaceutical Companies Reports Second Quarter 2012 Results
Post Your Comments:
*Name:
*Comment:
*Email:
(Date:9/28/2017)... Hill-Rom Holdings, Inc. (NYSE: HRC), will host ... webcast on Friday, November 3, 2017, beginning at 7:00 ... approximately 8:30 a.m. (CDT) / 9:30 a.m. (EDT). ... performance and guidance for 2018, Hill-Rom executives will also ... performance, and long-range financial outlook through 2020. ...
(Date:9/25/2017)... 2017   Montrium , an industry leader ... the IQPC Trial Master Files & Inspection Readiness ... EastHORN Clinical Services has selected eTMF Connect ... management. EastHORN, a leading European contract research organization ... transparency to enable greater collaboration with sponsors, improve ...
(Date:9/22/2017)... -- AVACEN Medical (AVACEN) announced that its CE-Marked AVACEN ... with the widespread pain associated with fibromyalgia in the ... Essex, England commented, "I had difficulty ... sleep at all, tremendous pain, with every movement sending ... AVACEN 100] enough, how this has and is helping ...
Breaking Medicine Technology:
(Date:10/13/2017)... ... October 13, 2017 , ... Talented host, ... lowdown on sciatica in a new episode of "Success Files," which is an ... and innovation and investigates each subject in-depth with passion and integrity. , Sciatica ...
(Date:10/12/2017)... WILMINGTON, Del. (PRWEB) , ... October 12, 2017 ... ... technology and advisory services for healthcare compliance program management, will showcase a range ... and National Association for Assisted Living (NCAL) Convention and Expo to be held ...
(Date:10/12/2017)... (PRWEB) , ... October 12, 2017 , ... IsoComforter, Inc. ... products, announced today the introduction of an innovative new design of the shoulder pad. ... so you get maximum comfort while controlling your pain while using cold therapy. By ...
(Date:10/12/2017)... , ... October 12, 2017 , ... ... Hair Restoration, has recently contributed a medical article to the newly revamped ... Dr. Mohebi’s article spotlights the hair transplant procedure known as Follicular Unit ...
(Date:10/12/2017)... ... October 12, 2017 , ... Women-owned and ... 2017 Best and Brightest in Wellness® by Best and Brightest. OnSite Wellness will ... Friday, Oct. 20 from 7:30 a.m. to 2 p.m. at the Henry Autograph ...
Breaking Medicine News(10 mins):