Well-managed complaints increase customer trust: Australian research
New Australian research has been released into how public organisations manage complaints.
The Society of Consumer Affairs Professionals Australia (SOCAP) has published a report which finds that the benefits of handling complaints well include increased customer trust in the organisation and greater perceptions of fairness and equity.
Researchers from the University of Newcastle studied the complaints management processes of three government sector organisations in Australia. A representative from the Office of the Ombudsman was represented on the steering group which guided the research team.
Find more information, including a media release and a copy of the report, here.