COMPLAINTS DOCTOR

Typical duration: 8-10 weeks

Y1 Target ROI: 3x

Typical problem statements

Businesses can rarely identify the total cost
incurred from the complaints they receive.

In our experience, the most often quoted metric as a proxy for gauging customer complaints is “how many emails the CEO gets in his inbox” from frustrated customers.

Additionally, customer care often sits across
conventional organisation constructs / teams / ExCo responsibilities which makes it difficult to manage and take action.

This means that companies endure this pain as the fix (or business case to fix) is unclear.
This eats away at margins and brand reputation.

Our approach & Solution

Using your data and our approach, we can:
1. Identify root causes in customer journeys.
2. Assign priority fixes by volume / value.
3. Create robust business cases for change.
4. Mobilise remediation programme(s).
5. Create appropriate governance / MI to track progress & benefit realisation.

A large specialist insurer had over 2m customers going through a key journey that was generating significant complaints. This was tackled by using:

• Data and journeys to identify key pain points
• Robust business cases to fund remediation
• A dedicated project team & governance
• A new CeX dashboard to monitor progress

This action drove complaints down by a third,
increasing CSAT and seven-figure savings

Complaints Cost Calculator

Complaint metric

# or cost

Annual complaint volume

10,000

Average customer contact cost (e.g. phone calls x cost to serve)

£12

Average GOGW cost

£20

Churn cost (e.g. % of customers directly leaving at LTV cost)

£15

Estimated brand value impact (acquisition impact + shareholder)

£100,000

TOTAL ANNUAL COMPLAINT COST

£570,000

Initial target would see a reduction of 30% which would be save this example £171k p.a.

Feel free to add your own metrics to see what you could save with an engagement with us