Case Study: Developing a Customer Complaint Management Process
The Client:
A major Caribbean-based bank.
The Client Goal:
To help the client develop its customer complaint management process, as complaints were at an all time high.
The Process:
A merger between a Canadian-based Bank and a UK-based Bank left the newly formed Caribbean bank without a clear customer complaint handling process. The company selected McDaniel Partners to:
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Examine trends in complaint handling.
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Develop a customer complaint handling process for Retail Banking.
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Pilot, test and refine the process based on customer and employee feedback.
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Develop an organization structure to handle complaints within the Bank.
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Identify the key roles and responsibilities of the new complaint handling group.
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Develop a measurement and tracking mechanism to identify and track complaints.
The Result:
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Complaints significantly declined across all measures.
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The Bank received customer accolades for its improved process.
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The Bank established a unit responsible for tracking, handling and addressing customer complaints.
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