Making it easy for customers to complain about your products or services, your personnel or any other aspect of your business is critical. If a customer goes to the trouble of complaining, you can bet there are many others experiencing the same frustrations who don't say a word. Sometimes making a small change to how things are done can make a big improvement to customer satisfaction and sales. Retaining customers is much cheaper than acquiring new ones and giving them a way to complain that let's them receive a response from you anonymously gives them the freedom to say what they actually think.
Staff love to complain about stuff - trouble is they usually complain to each other instead of to the people that can effect change. There's good reason for this - they worry that if they make a complaint it will reflect badly on them personally and their chances for advancement in the company. That's where an anonymous complaints system comes in. If it is managed by the company itself, staff won't have confidence that it is truly anonymous. But being managed by a third party like Please Complain gives employees the confidence to say what they actually think and still get a response so they know they are heard. This results in improvements to staff morale, improvements to productivity and even workplace safety if employees feel more comfortable reporting dangerous behaviour - and ultimately improves staff retention, reduces employee turnover, and reduces associated costs.
On top of the core system we can customise the reporting so that you receive reports on the key factors that staff are complaining about each month, show trends over time, and even custom integrate the management of complaints with your existing CRM or ERP systems.
Call Graviton Media to find out how an integrated anonymous complaints system can benefit your company:
+61 3 8562 2219.