Feedback cost management overview

Implementing a robust complaints handling process can actually generate cost efficiencies by helping to redefine products and services based on the customer feedback received. However, such improvements always need to be balanced with any direct costs associated with those complaint handling activities, often directly proportional to the level of feedback management systems in operation i.e. there is a tangible cost to providing good customer service. The actual costs of complaint handling are not often immediately apparent because of the differing arrangements, processes and people that may get involved in the resolution of individual complaints. Comparative data is also not always readily available but it is widely accepted that a complaint involving two or three customer interactions will cost on average five times more than a complaint involving just one interaction. A centralised customer relations team or officer will invariably be cheaper than allocating a senior manager to the task of complaints management, and will be better placed to gather the necessary information and assist more tenants in gaining satisfaction at a lower level. The customer relations team or officer can also reduce the number of interactions needed for 'lost' customers to be placed at the correct stage of the housing organisation's complaint scheme.

Civica Cx Housing facilitates the recording and tracking of all such costs against each individual feedback case.

Separate help articles have been created for each key aspect of feedback cost management, including:

• To add an incurred cost to a feedback case
• To view the costs incurred within a feedback case