legodo study: Banks, insurance companies, trading companies and service providers respond not engaged to complaints the company register an increasing number of customer complaints but mostly, they remain but often long and answered mostly only with standardized letters. Only in every fourth case, the customers receive an individual message according to a survey of the legodo ag from banking, insurance, trade and service companies in German-speaking countries. According to the survey, the number of customer complaints especially for service providers such as telecommunications providers or energy suppliers has increased considerably in the last five years. Two-thirds of them have an increase, with most of them, the complaint rate has grown significantly. A nearly identical situation exists with the trading companies. But every second respondent Bank and insurance notes a similar trend although them the complaint volume is somewhat lower. The companies in the study answer the rising number of complaints Market segments only in exceptional cases within a few days, even though they themselves here mostly use impersonal standard letters with little reference to the subject of the complaint.
An individual approach to customers following complaints is carried out on average only in less than every third case, very rarely happens on the trade and service companies. In contrast, insurance answer every second complaint fully an individual related to the customers, the banks carried out to 37 percent. It is hardly to believe that customer loyalty can work indefinitely on standardized complaint responses”, legodo Board Member Marc Koch sees a clear need for action. “Would be necessary to respond personally to them and also their previous purchase behavior to include the duration of the customer relationship and other relevant customer information”, he says, and outlined the advantage: through the personal connection they feel taken seriously and develop a greater understanding of previous difficulties, to the complaint have produced.” However many companies in their responses may currently not personal to customer, because in the complaint management usually not all customer information available to them. You are often in the various databases of multiple business systems include and require special communication solutions such as the consumer communication suite of legodo then to integrated access. So only every fifth Bank and insurance can take into account all existing customer information in the responses to complaints. Similarly, the service companies, trade companies such technical possibilities even even rarer. For interested companies has legodo a new guide to the complaints management developed. The practical help is available for free under download.