Changing Consumer Behavior Impacts Complaint Management Software Demands

March 24, 2020

Posted by Aptean

Complaints Management

A customer complaint management tool is proving to be a key focus for businesses who want to better align their service delivery with the heightened expectations of consumers in this digital age. New Huntswood research indicates that 69% of businesses (that were questioned) believe their customers were satisfied with the way his/her complaint was handled, while 26% of customers actually reported being satisfied. This is THE gap.

Aptean’s Martin Ellingham further explores the gap between customer satisfaction and perceived customer satisfaction in Mind the Gap featured in Finextra.com.