Benchmarking complaint handling

Duration February 2001 – November 2001

Project Manager Dr. Peter Dreher

The aim of the benchmarking was to compare the processing of complaints within the industry with regard to maximizing customer loyalty while minimizing costs and abuse. The background of the benchmarking study was the question to what extent effective complaint management increases customer loyalty and which key success factors have to be considered. Information was already available for the customer perspective – for example in the form of the customer monitor (Servicebarometer Germany) – but for the dealer/manufacturer perspective it was to be collected with this survey.

Responsible: Dr. Peter Dreher

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