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:10/12/2017)... SAN DIEGO , Oct. 12, 2017   Divoti ... Medical Alert Jewelry up to the standard of the latest FDA ... (Launched: June 2017). Anyone in need of Medical ID ... Divoti Medical Alert Jewelry are engraved in terms of the ... ...
(Date:10/11/2017)...  Hill-Rom Holdings, Inc. ("Hill-Rom") (NYSE: HRC), today provided ... Piedras, Puerto Rico , where the ... Following a comprehensive onsite ... structural damage, temporary loss of power and minimal water ... manufacturing operations have resumed, and the company expects to ...
(Date:10/4/2017)... Korea , Oct. 4, 2017  South Korean-based ... next-generation CPR training aide "cprCUBE" on Kickstarter. The device ... compression during cardiac arrests with better efficiency compared to ... also offers real-time feedback on efficacy of the compression ... crowdfunding campaign has a goal to raise $5,000. ...
Breaking Medicine Technology:
(Date:10/13/2017)... Worth, TX (PRWEB) , ... October 13, 2017 ... ... financial planning agency serving communities in the greater Dallas, Miami, and Raleigh regions, ... young boy fighting to overcome a rare and deadly chromosome abnormality. , After ...
(Date:10/13/2017)... ... October 13, 2017 , ... The International ... promote standards of excellence for the field of eating disorders, announces the opening ... 25, 2018 in Orlando, Florida at the Omni Resort at ChampionsGate. ...
(Date:10/13/2017)... ... October 13, 2017 , ... Many families have long-term insurance that covers ... companies have a waiver for care if the client has a cognitive impairment diagnosis. ... pays for care, is often waived, so the benefits from their insurance start immediately,” ...
(Date:10/13/2017)... ... 13, 2017 , ... Talented host, actor Rob Lowe, is ... a new episode of "Success Files," which is an award-winning educational program broadcasted ... each subject in-depth with passion and integrity. , Sciatica occurs when the sciatic ...
(Date:10/12/2017)... ... October 12, 2017 , ... CitiDent and San Francisco dentists, ... cutting-edge Oventus O2Vent technology. As many as 18 million Americans are estimated to ... breathing. Oral appliances can offer significant relief to about 75 percent of people ...
Breaking Medicine News(10 mins):