Benchmarking Complaint Handling

Duration February 2001 – November 2001

Project manager Dr. Peter Dreher


Cooperation partner

The goal of the benchmarking was an industry comparison of complaint handling in terms of maximizing customer retention while minimizing costs and abuse. The background to the benchmarking study was the question of the extent to which effective complaint management increases customer loyalty and which key success factors need to be taken into account here. Information was already available on this from the customer perspective – for example in the form of the Customer Monitor (Servicebarometer Germany) – and this survey was intended to collect this information from the dealer/manufacturer perspective.

Responsible: Dr. Peter Dreher

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