Complaints

Nowadays, consumers are overwhelmed by the amount of choices they have. Almost all products or services are offered by several companies. Each of these companies tries to convince the consumer to choose them. They all want to bind consumers. The consumer needs to become a committed and, hence, loyal client. However, consumer relations will be tested when clients express their dissatisfaction about a product. In order to preserve consumers it is necessary to handle these complaints carefully.

Since 2005 ADV Market Research has been responsible for the implementation of a benchmark research concerning the way five large companies handle complaints. The research reveals several aspects which are in need of improvement. Nowadays, the benchmark research has developed into the so-called Nationale Benchmark Klachtenafhandeling in which all companies that are concerned with complaints can participate. The Business Unit “Klachtenonderzoek” does not only conduct research on the satisfaction of the way companies handle their complaints but also offers recommendations for improvement based on the research.