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MSE News: FSA urged to improve financial complaints data
Former_MSE_Guy
Posts: 1,650 Forumite
This is the discussion thread for the following MSE News Story:
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Comments
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The stats provided by Banks definitely need to be given in more detail than they are at present.
The MSE news article mentions the number of a Bank's account holders that made "an official protest" in that time. Truly customer focused firms use the definition "any expression of dissatisfaction, whether justified or not" to gather opinion, identify "hotspots" and focus improvement where it is most needed. Many complainants don't even know they have made a complaint.
Companies that gear their staff up to recording every dissatisfaction will also appear worse than those who do not. There's a need therefore to also record the volume of complaints that an organisation resolves at the point of contact.0
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