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

More Projects

November 2022
October 2025

ATRAKTIV – Building Transformative Capacities to Activate Regional Innovation Systems

Within the framework of the guideline for funding projects on the topic of “Exploring Regional Factors for Innovation and Change – Strengthening Societal Innovative Capacity” under the funding measure “REGION.innovativ”, the project consortium is researching transformative capacities, i.e. the societal ability based on various innovations and the activation of regional innovation systems to initiate and…

October 2020
March 2023

The implementation of the Sustainable Development Goals as an opportunity and challenge for civic engagement

Cooperation between civil society organizations with both ecological and social issues is still rare, and sometimes characterized by reservations. The Sustainable Development Goals (SDGs) in particular offer potential for cooperation between organizations and their members on various social and ecological issues.