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:5/26/2016)... According to a new market report ... U.S. Industry Analysis, Size, Share, Growth, Trends, and Forecast 2015 ... was valued at US$ 5.89 Bn in 2014 and is ... to 2023 to reach US$ 7.99 Bn in 2023. ... needle free drug delivery devices and the market is estimated ...
(Date:5/26/2016)... A key trend that will ... of new treatments. Cardax, a development stage life sciences ... therapy is expected to fulfil large unmet medical needs ... studies to develop new treatments for osteoarthritis. One such ... in osteoarthritis are being investigated, and early trials of ...
(Date:5/26/2016)... 2016 TARE (Transarterial Radio-embolization) ... Savings and Overall Decreased Use of Hospital ... international specialist healthcare company, has today announced the ... Meeting of ISPOR (International Society for Pharmacoeconomics and ... (HCC) using yttrium-90 glass microspheres is associated with ...
Breaking Medicine Technology:
(Date:5/26/2016)... ... 2016 , ... OncLive® , a leading digital provider ... University of Virginia (UVA) Cancer Center to its quickly expanding Strategic ... will publicize and promote public awareness of UVA Cancer Center’s latest advances in ...
(Date:5/26/2016)... (PRWEB) , ... May 26, 2016 , ... ... organization to provide strategic sales leadership and to further develop their rapidly expanding ... B.S. in Business Administration with a concentration in Marketing and an M.B.A. with ...
(Date:5/26/2016)... ... ... Dr. LeRoy Perry’s recently authored whitepaper, “Tech Neck and ROI (return on ... users, hundreds of millions of whom are coming into the workplace with pain in ... action of looking down at hand-held technology devices (tablets, smartphones) for extended periods of ...
(Date:5/26/2016)... ... , ... In 1980, Bill Howe opened AM/PM Sewer and Drains as a ... to grow the company was built on a simple mission of providing qualified San ... and customer service. Over 35 years later, Bill Howe remains one of the largest ...
(Date:5/26/2016)... ... May 26, 2016 , ... TopConsumerReviews.com ... Blood Pressure products . , High blood pressure affects millions of people worldwide, ... blood pressure can lead to heart disease, stroke, kidney disease, and hardening of ...
Breaking Medicine News(10 mins):