Nationale Benchmark Klachtenafhandeling; research amongst dissatisfied clients on the way participating companies handle complaints. The results are reported for each company individually but there is also a comparison amongst all the participating companies. Some of the participating companies are: ABN AMRO, ANWB, NS, TNT Post, and transavia.com.
Continuous research on the satisfaction of the way complaints are handled; daily questionnaires amongst clients.
(Periodical) research on the satisfaction of certain processes, for example the process of getting an insurance.
Priority matrices: models that reveal aspects that require improvements.
Answer tree analyses: analyses by which for example the influences on the satisfaction of the way complaints are handled are determined .
