Feedback

Complaints, Compliments, Comments

Understanding your consumers is a key factor to improving and growing your organisation.

Complaints and feedback systems are critical for organisations in order to constantly improve their service and guarantee consumers are receiving the best service and care possible. It is also important to receive effective alerts to help reduce any negative impact to your organisation’s reputation and growth.

When any feedback is provided from consumers, Improve.IT has the capacity to record:

1. Necessary contact information

2. The details of the feedback including

• the level of seriousness or severity

• the assessed risk to the organisation

• the person assigned to coordinate with the consumer and manage the case

• the concluded outcome(s) and resolution that have been discussed.

Organisations will be able to focus on the issues raised in the feedback, record and track activity undertaken to address the feedback and provide a timely response.

The reporting mechanisms will provide organisations with clearer understanding about the frequency and trends of the

• complaints, compliments and comments
• sources of feedback
• personnel and locations involved
• resolutions and outcomes